Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Technical Support Senior Manager to join our team.
Our Service Delivery Managers (SDM’s) are the face of our delivery within the Remote Delivery Services group. They are accountable to the account manager and the external client for providing services that meet expectations. The SDM is the trusted advisor when it comes to meeting our client needs while also being a strategic partner and internal advisor.

• Internal SPOC (Single Point of Contact) for all services provided by Remote Delivery Services group
• Builds and maintain a positive relationship with the account team
• Facilitate access to appropriate SME from the group based on workloads and contractual obligations
• Engages in Remote Delivery services and escalations in accordance with contract and procedures, including conflict resolution, communications coordination, and service improvement
• Communicates any and all issues related to service delivery to the Account Manager and Sales Executive in a timely manner
• Ensures accountability related to best practices and quality initiatives from the Operations Leadership Team
• Ensures delivery of standardized weekly, monthly & quarterly metrics to account management team and customer as appropriate
• Possesses high level of business acumen and political astuteness
• Conversational ability regarding technical terms and subjects
• Ensures delivery team compliance to the client-specific ITSM methodology processes
• Sets expectations to client and Account Executives for all deliverables
• Acts as liaison with Remote Delivery departments to identify process improvement opportunities and implement efficiencies accordingly
• Works with P&L owner to support targets
• Strong experience in similar client servicing role is required
• Experience in a similar role in a Service Desk environment preferred but not required
• AA or Bachelor’s Degree. In lieu of a degree, 5 years of relevant work experience will be considered
• Ability to lead with a winning and positive attitude
• Can handle pressure and difficult situations directly and swiftly
• Excellent written and verbal communication skills
• Strategic thinker, can analyze, recommend, and help grow the business
• Proactive: looks to identify issues before they arise so they can be prevented or at least corrected quickly
• Intermediate to Advanced Excel skills
• Understands CompuCom’s Service Profile and Related Technologies used in Service Delivery
• Can locate and utilize industry and competitive trends impacting the client