Integral Recruiting Services ยท 5 months ago
Technology Service Delivery Manager
SE Wisconsin, WI 53140
Full-time
Hybrid
Mid Level
$60K/yr - $80K/yrIntegral Recruiting Services is a small Managed Service Provider (MSP) dedicated to delivering top-tier technology solutions to small to mid-size businesses across the nation. They are seeking a dedicated and experienced Technology Service Delivery Manager to oversee a team of service desk professionals, optimize service delivery processes, and ensure high client satisfaction.
ConsultingRecruitingStaffing Agency
Responsibilities
Lead, mentor, and manage a team of 3-5 service desk professionals responsible for delivering top-notch IT support services to our clients
Utilize your deep understanding of Connectwise to optimize our service delivery processes, workflows, and ticketing systems
During periods of high volume or coverage shortages due to illness, vacation, etc., assist the team with troubleshooting, escalations, and call handling
Ensure client satisfaction by maintaining high-quality service delivery standards, promptly resolving issues, and proactively identifying areas for improvement
Continuously improve service delivery efficiency by monitoring and analyzing key performance indicators (KPIs), implementing best practices, and streamlining processes
Efficiently allocate resources, both human and technical, to meet client demands and ensure timely issue resolution
Serve as a point of contact for clients, providing regular updates on service delivery, addressing concerns, and building strong client relationships
Ensure accurate documentation of service requests, resolutions, and configurations to maintain a comprehensive knowledge base
Generate and analyze service delivery reports to assess team performance and identify areas for improvement
Assist in budget planning and management related to service delivery operations
Promote a culture of continuous learning and development within the service desk team
Ensure that service desk operations consistently meet or exceed agreed-upon Service Level Agreements (SLAs)
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (preferred)
Proven experience in a similar role within an MSP environment
Expertise in using Connectwise for service management
Strong leadership and team management skills
Excellent communication and interpersonal skills
Ability to analyze and interpret data to drive improvements
Strong problem-solving abilities
Familiarity with ITIL best practices (ITIL certification is a plus)
Willingness to adapt to a changing and dynamic environment
Availability to work a hybrid model, with up to three days remote
Benefits
Hybrid work model.
Health, dental, and vision insurance.
Retirement plan options.
Ongoing training and professional development opportunities.
Opportunity to work with a dedicated and passionate team.
Company
Integral Recruiting Services
We provide Strategic Recruiting and consulting expertise for roles in IT, Engineering, Sales, Accounting/Financial, Marketing, Customer Service, Help Desk, Billing, Accounts Receivable, Human Resources, and more! Unlike other companies who put the square peg in the round hole.
Founded in 2008
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase