Service Delivery Manager

Benefits

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together New Era Technology offers: - Full Benefits - Medical - Dental - Vision - 401K match - 28 PTO Days including company holidays SUMMARY: The Service Delivery Manager oversees key functions that enable the delivery of world-class support services to New Era clients. This role involves managing a team of support engineers, ensuring service level targets (SLTs) are met, and collaborating with other support leadership to improve support processes. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to customer satisfaction. The individual will be a champion to the stakeholders, strengthen and build the support delivery organization with the other SDM's and support leadership, and measure performance with KPIs and Metrics to achieve desired outcomes. PRIMARY DUTIES include but are not limited to: Team Management: Lead and manage a team of IT support engineers, including training, mentoring, and performance Provide guidance and support to the team, fostering a collaborative and high-performance culture. Conduct regular team meetings and one-on-ones to discuss performance, goals, and development. Support Delivery: Ensure the timely and effective delivery of IT support services to clients in accordance with SLTs. Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client's satisfaction. Maintain a high customer satisfaction rating through the delivery of world-class support services. Maintain best practices for support services including Incident, problem, and change Management. Client Management: Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met. Participate in escalation process by working collaboratively with the escalation team, participating in the on-call escalation process, and prioritizing work appropriately. Address and resolve client escalations promptly and professionally within SLT. Process Improvement: Participate in Support Services process reviews to enhance efficiency and effectiveness. Implement and track key performance indicators (KPIs) to measure and improve service performance. Develop and maintain documentation for processes, policies, and procedures. Strong Technical Experience: Provide technical guidance and support to the team, assisting with complex issues when needed. Stay up to date with the latest industry trends and technologies, ensuring the team's skills and knowledge remains current. Collaborate with other departments to ensure seamless support delivery. REQUIRED COMPETENCIES: Ability to communicate effectively and professionally with any stakeholder. Ability to provide clear written communication for ticket/task updates and stakeholder communication. Ability to assess and prioritize a high volume of support work. Take ownership and accountability for the work assigned to you or your engineering team. Dedicated to always providing exceptional customer services. Strong broad-based knowledge of hardware, operating systems (client and server), applications/networking products, Networking hardware, connectivity, and SaaS Leadership skills with the ability to motivate, collaborate, and build an exceptional support team. Flexible and adaptable to change. DESIRED EXPERIENCE: Bachelor's degree in information technology, Computer Science, or a related field. Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role. Strong technical background with knowledge of a wide range of IT systems and technologies. Excellent leadership and team management skills. Exceptional customer service and client management abilities. Strong analytical and problem-solving skills. Excellent communication and people skills. Strong experience using ticketing systems (ConnectWise preferable) Experience with Managed Service Providers (MSP) a big plus. PREFERRED CERTIFICATIONS: ITIL certification is a plus. Technical certifications are a plus. EXPECTED

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