Digacore Technology Consulting ยท 2 weeks ago
IT Service Delivery Manager
Lakewood, New Jersey, United States
Full-time
Hybrid
Senior Level
$130K/yr - $145K/yr
5+ years expDigacore Consulting is a technology consulting firm offering Managed IT Support Services to clients. The Service Manager is responsible for overseeing the Helpdesk Service Department, ensuring high-quality service delivery and fostering a positive team culture.
Cloud ComputingConsultingNetwork Security
Responsibilities
Oversee daily operations of the Helpdesk team to ensure quick response times and efficient service delivery
Monitor performance metrics like response and resolution times, as well as customer satisfaction (CSAT), to drive ongoing improvements
Ensure the team is properly resourced to manage service ticket volume and address escalations effectively
Serve as the primary point of contact for high-priority incidents, ensuring rapid resolution and clear communication with stakeholders
Lead and support Pod Managers to optimize team performance and service delivery
Create and maintain a collaborative, positive environment that fosters growth and professional development
Conduct regular one-on-one meetings with direct reports to offer feedback, discuss career goals, and provide guidance on career progression
Oversee talent development and ensure a clear career path and structured promotion opportunities for team members
Communicate clearly with VIP clients and executives, translating complex technical issues into understandable solutions
Lead de-escalation efforts in sensitive client situations, maintaining a professional and solution-oriented approach
Work closely with other departments to ensure smooth transitions from projects to service operations
Regularly evaluate and refine service processes to ensure they are efficient and up-to-date
Identify and address recurring issues, collaborating with cross-functional teams to implement preventive solutions
Participate in EOS meetings, working with the Service Director to align and execute key strategic initiatives for service growth and improvement
Manage and update the on-call schedule to ensure the team is adequately staffed for support needs
Make informed decisions during after-hours situations, coordinating cross-department approvals as needed
Balance urgent tasks with long-term goals, prioritizing effectively to meet the needs of both the team and clients
Qualification
Required
5-7 years of proven experience in IT service management or a related field, with a demonstrated ability to lead teams effectively
Strong analytical skills and experience interpreting data to drive performance improvements
Excellent communication skills, particularly when dealing with high-priority client interactions
Ability to manage escalations with professionalism, meeting both team and client expectations
Skilled in multitasking and prioritization, particularly in fast-paced, dynamic environments
Benefits
Nationwide medical insurance.
Dental insurance.
Life insurance gifted to all employees.
Long-term disability insurance gifted to all employees.
FSA and HSA options.
Generous paid time off.
Mental health days
$500 sign on bonus
Paid certification assistance
Company
Digacore Technology Consulting
๐๐ก๐ ๐๐ซ๐จ๐๐ฅ๐๐ฆ "The internet is down!" You now have to start figuring out whom to call.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Abe Kramer
Chief Executive Officer
Company data provided by crunchbase