TruAdvantage - Bay Area's Award-Winning IT Management & Cybersecurity · 20 hours ago
Service Delivery Manager
San Jose, CA
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $120K/yr
3+ years expTruAdvantage is an award-winning managed IT Service provider specializing in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. The Service Delivery Manager's primary responsibility is to manage the service delivery team and ensure high-quality service and support is provided to clients at agreed levels.
Cyber SecurityHealth Care
Hiring Manager
Ceage Powell
Responsibilities
Manage the service delivery team’s daily activities as well as the dispatch process of service requests
Interface with appropriate technical personnel for client problems that cannot be resolved effectively
Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
Contribute to the continuity of IT services by providing the necessary technical leadership
Drive problem investigations and resolution as required
Design and maintain process documentation for the service delivery team
Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
Responsible for service scheduling, escalation, and client satisfaction
Active role in daily management of all services calls
Ensure quality and profitable services are performed and meet the agreed SLA
Administration and Management of Remote Monitoring Tool (Datto RMM)
Administration and Management of Professional Services Automation Tool (ConnectWise PSA)
To ensure that systems, processes, and methodologies are followed according to company guidelines
To provide reports on an agreed schedule to Senior Management and clients
Identify trends and develop strategies to support technology trends
Assist in the development of technical support engineers from a career perspective
To build relationships with clients and participate in necessary client meetings
Strong positive client feedback, considered highly trusted area expert
Other duties as assigned
Qualification
Required
3+ years of experience working in a Managed Service Provider (MSP)
Bachelor's degree in a related field with courses in IT, MIS, computer science or engineering
2+ years Customer Services experience
2+ years Management experience
Knowledge and experience in cross-functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and client service skills
Skill in strategic planning with an ability to think ahead and plan over a 6-to-12-month time span
Skill in planning and preparing written communications
Skill in recruiting high performing people, leading them, and getting results with strong client orientation
Ability to perform various tasks and adapt to changes quickly
Ability to work in a team, communicate effectively, coach, improve, and elevate the team members
Ability to understand individual team members' career goals and develop career paths for them
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Willing to work occasionally and/or be on call overnight, holidays, and weekends
Preferred
Professional IT Management & Technical Certifications, such as: ITIL, Six Sigma, Scrum, and/or PMP is highly desired
Microsoft M365 & Azure, Cisco Meraki, or Security a plus
Company
TruAdvantage - Bay Area's Award-Winning IT Management & Cybersecurity
TruAdvantage is a Bay Area-based, award-winning IT firm that specializes in managed IT, managed Cybersecurity, managed Compliance and Cloud solutions.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Kayvan Yazdi
Co-founder | CEO
Company data provided by crunchbase