Service Delivery Manager

Position Summary:
The client has an exciting opportunity for a service-oriented technical engineer who enjoys assisting internal customers derive value from our digital footprint. A successful Support Technician will enjoy solving technical challenges that enable enhanced productivity using end-user computing technology. Our ideal candidate will bring a breadth of experience configuring and implementing computing technologies that simplify the work lives of our diverse set of internal customers. Specifically, s/he will have support experience with the Microsoft ecosystem of end-user computing systems and tools, including (but not limited to) Windows 10/11, M365, Defender, Intune, and Teams/Admin/Phones. This individual will also be responsible for ensuring non-Microsoft tools and applications are engineered to adhere to our core set of operating and computing standards. Exposure to Mainframe operations is preferred.

Key Responsibilities:

• Serving as a Level 1 support technician, resolving end-user computing issues
• Participate in incident triage sessions, applying expertise to drive to incident resolution
• Present continuous improvement opportunities where applicable in the Microsoft ecosystem.
• Drive standardization and automation within the Windows endpoint ecosystem
• Serve as an on-call support technician on a pre-determined schedule

Qualifications:

• 2 years supporting the Windows Operating System (Win10/11)
• 2 years supporting the Microsoft Office (M365) set of applications and tools
• 1 years leveraging Intune (SCCM) to apply endpoint configuration standards in an enterprise
• 1 years supporting Microsoft Teams in an enterprise
• 1 years supporting the Microsoft endpoint protection security platforms (i.e. Defender)
• 1 years of participating in technical triage sessions
• 1 year of working with an Incident Management System (i.e. JIRA)
• SAP support experience is preferred
• Strong oral and written communication skills
• Affinity for learning new technologies and applying those learnings to enhance the organization

**Manager, Service Delivery candidates, lets ensure these questions are asked and responses align to our needs before we have them proceed:

• College Degree
• People Leadership - ((minimum of 5 years))
• People Leadership Team Size - ((minimum of 10 people))
• Service Desk Leadership - ((minimum of 5 years))
• ITIL Leadership (Incident, Problem, Change, Release Mgmt) - ((minimum of 5 years))
• End User Computing Leadership (hardware, mobility) - ((minimum of 5 years in >$2B company))
• ITSM - Jira Service Management expertise - ((minimum of 3 years))
• Can Speak To - Service Desk Metrics ((ensure mention Mean Time to Repair, First Call Resolution))