TechHuman ยท 1 day ago
Service Delivery Manager
San Antonio, Texas Metropolitan Area
Contract
Onsite
Senior Level
7+ years expTechHuman is seeking a hands-on IT Service Desk Manager to lead and scale a small Help Desk function supporting clients' technology environments. The Service Desk Manager will lead a team, manage vendor relationships, and ensure timely incident resolution while maintaining technical capabilities for escalations.
Cloud ManagementInformation TechnologyNetwork SecuritySoftware
Responsibilities
Lead and mentor a small Service Desk team
Ensure timely response and resolution of incidents, adhering to defined SLAs and KPIs
Build, manage, and optimize dashboards, KPIs, and reporting within FreshService to drive performance and insights
Oversee response to critical incidents and ensure adherence to response-time targets
Provide hands-on Tier 1 support as needed and assist with sysadmin-level work and tech refresh projects
Own and manage relationships with the Service Desk-as-a-Service provider, including performance management and onboarding a new provider
Create and maintain SLAs, SOPs, and service desk documentation, etc
Partner with Engineering, Services, Cloud Ops, and IT leadership to support business needs
Qualification
Required
7+ Years of experience in an IT Helpdesk role, with experience serving as a Tier 2/3 escalation point
3+ years of servant leadership or people management experience within a Help Desk or Service Desk environment
Strong hands-on experience with FreshService, including dashboard creation, metrics, and KPI management
Comfortable providing hands-on technical support and managing escalation workflows
Experience managing Service Desk SLAs and KPIs
Preferred
Experience with PowerShell and/or Windows systems administration
Advanced experience building dashboards and tier-based support reporting
Experience transitioning or onboarding managed service providers
Experience supporting global or offshore service desk teams
Exposure to multi-site environments
Company
TechHuman
TechHuman is a provider of software development and IT security services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Javier Guerra
Founder & CEO
Company data provided by crunchbase