Service Delivery Manager, Help Desk

Job Description

Job Description

Service Delivery Manager

Ideal candidate is based in Central Florida but open to remote with travel

Enterprise client in growth mode

Excellent benefits including unlimited PTO, Bonus, LTI, Medical, Dental, Vision, Disability & Life Insurance, 401 w / match, Pet Insurance, Travel Benefits

Your Career, Your Choice : Partner with TEWS for Tailored Job Placements and Exceptional Opportunities!

The Service Delivery Manager is responsible for ensuring that IT Services and Systems are provided and supported effectively and efficiently, with the primary emphasis on meeting and exceeding customer expectations. The Manager Service Delivery will oversee the daily operations of the Service Desk Team, while ensuring overall efficiencies, support, and solutions for clients end users. Managerial responsibilities include incident prioritization, resolution of end user requests, and socialization of these procedures to IT and supported end users. The candidate will be expected to demonstrate leadership ability during high-pressure situations, while interacting with customers, peers, Escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to afterhours On-call Support.

You are responsible for driving company success through performing the following tasks to the highest standards :

• Supervises the operation of the Service Desk to ensure Team and individual performance levels consistently meet or exceed the needs of the customer per approved SLA metrics.
• Supervises all Service Desk activities and respond to advanced Service Desk incidents and requests, taking action to meet and maintain Service Desk goals, objectives and vision.
• Supervises the process for communicating outages and emergency activities to the team members and SLTEC Leaders.
• Ensures working practices and processes are standardized and repeatable to support all Service Desk activities.
• Perform weekly Call and Ticket reviews to ensure Team is meeting performance expectations.
• Ensures incidents levels and associated mean time to restore are continually being driven down via documentation / knowledge base, education and training of the Service Desk Team and / or process enhancements.
• Supervises the On-shift and Off-shift staff calendar rotation to ensure continuity of service for all customers.
• Assists with the development of methodologies to increase First Call Resolution by establishing and maintaining effective working relationships within all Technology Teams.
• Meet with Business and Technology leaders to continuously improve the customer experience through the Service Desk.
• Provides Service Desk Reporting Metrics, Root Cause Analysis and KPI to SLT Leaders and Executives Management as required.
• Performs monthly readout to Service Desk operations monthly.
• Manage MSP service agreements are upheld, and that the organization receives value from vendor partnerships
• Responsible for personnel management, performance reviews, competency development, and coaching of staff.
• Finishes the required Company training / compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience :

Tews is an equal opportunity employer and will consider all applications for employment without regards to age, color, sex, disability, national origin, race, religion, or veteran status.

Company Description

Tews takes the best aspects of larger, national recruiting firms and combines it with a partner-first mentality that always keeps our focus on the businesses and professionals we serve in Central Florida and surrounding regions.

Solving the talent equation for our clients is our passion, and we do so every day by filling quality job opportunities in the administrative, finance and accounting, and information technology sectors with the professionals best suited for the job and for the company culture that surrounds it. Proud to partner with some of the most respected businesses and professionals in our region, it is our personal attention to detail and care for our clients that has yielded big-firm results for the people and companies we serve.

Tews is known as Central Florida’s premier recruiting firm and was named “Best Placement Service” by the Orlando Business Journal. Though the praise is flattering, it is our long-standing relationships and excellent reputation with our clients that keep executives and professionals coming back to Tews for their staffing and placement needs.

Company Description

Tews takes the best aspects of larger, national recruiting firms and combines it with a partner-first mentality that always keeps our focus on the businesses and professionals we serve in Central Florida and surrounding regions. Solving the talent equation for our clients is our passion, and we do so every day by filling quality job opportunities in the administrative, finance and accounting, and information technology sectors with the professionals best suited for the job and for the company culture that surrounds it. Proud to partner with some of the most respected businesses and professionals in our region, it is our personal attention to detail and care for our clients that has yielded big-firm results for the people and companies we serve. Tews is known as Central Florida’s premier recruiting firm and was named “Best Placement Service” by the Orlando Business Journal. Though the praise is flattering, it is our long-standing relationships and excellent reputation with our clients that keep executives and professionals coming back to Tews for their staffing and placement needs.