Manager, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Champion and uphold Integris core values in all endeavors, promoting a unified and collaborative culture within the service desk team and across various departments.

• Lead, mentor, and oversee service coordinators, technicians, and team leaders.

• Manage team performance to achieve departmental Key Performance Indicators (KPIs) while ensuring the delivery of high-quality service.

• Conduct regular one-on-one meetings and annual performance assessments to evaluate both individual and team progress towards KPIs and objectives.

• Oversee team scheduling to align with client requirements, manage time and attendance, and approve timesheets.

• Provide continuous training, professional development opportunities, and guidance on career progression.

• Assume responsibility for team performance and success by establishing clear goals and expectations, ensuring consistent delivery of results.

• Collaborate with the Customer Experience (CX) team to tackle service quality issues and implement action plans based on feedback and performance evaluations.

• Work in close partnership with the Field Services team to guarantee effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency.

• Review and assess processes, procedures, systems, and tools to recommend enhancements, efficiency improvements, and elevated service quality.

• Manage time and attendance effectively.

• Ensure adherence to processes and procedures, keeping them current, while maintaining accurate time records and client documentation.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.

• Preferred certifications include Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, and Security+.

• A minimum of 6 years of experience in IT operations.

• At least 2 years of experience in a leadership or mentoring role, or in a supervisory capacity.

• Experience in the MSP industry is preferred.

• Familiarity with ITIL concepts.

🏝️ Benefits

• Medical, Dental, and Vision Insurance

• 401K Retirement Plan

• A minimum of 4 Weeks of Paid Time Off (PTO)

• Birthday PTO

• Paid Holidays

• Paid Time Off for Volunteering

• Short-Term and Long-Term Disability Insurance

• Life Insurance

• Supplemental Insurance

• Employee Assistance Program