Twin State Technical Services · 14 hours ago
Engineering Manager, Service Delivery
Davenport,IA,US
Full-time
Onsite
Mid, Senior Level
3+ years expTwin State Technical Services is seeking a Service Desk Delivery Manager to lead their service team in providing reliable and efficient support. The role involves managing service desk delivery, coaching team members, and driving process improvements to enhance customer satisfaction.
Cloud StorageDigital MarketingInformation TechnologySoftwareWeb Development
Responsibilities
Own daily service desk delivery: triage, queue health, escalations, prioritization, and communications
Manage SLA/SLO performance and report trends, risks, and actions to stakeholders
Coach and develop analysts; run regular 1:1s, QA reviews, and skills progression plans
Drive knowledge management: articles, standard work, and shift-left/self-service adoption
Partners with TSTS engineering teams and the business to improve end-to-end resolution and reduce repeat incidents
Ensure service desk processes are documented, followed, and improved (incident, request, problem support)
Maintain scheduling/coverage, including peak planning and major incident participation
Own vendor/outsourcer performance if applicable (OLAs, KPIs, and improvement plans)
Qualification
Required
3+ years in service desk / IT operations, including leadership or team lead responsibilities
Strong understanding of ITIL-aligned practices (incident, request, knowledge, problem triage)
Experience with an incident tracking platform and reporting
Proven ability to develop and manage performance using metrics (SLA, Customer SAT, First Contact Response (FCR), kill ratio, and Average Time to Resolution (ATTR)
Excellent written and verbal communication with both technical and non-technical audiences
Demonstrated coaching, feedback, and team development skills
Preferred
ITIL Foundation (or equivalent practical mastery)
Experience leading continuous improvement (Lean, Kaizen, root-cause and recurring issue reduction)
Experience with service desk management and teams
Experience in using and improving self-service portals, virtual agent/chat, or automation
Company
Twin State Technical Services
Twin State Technical Services provide web development, software development, film production, network solutions & digital marketing.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2025-12-19
Company data provided by crunchbase