Service Delivery Manager

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

📋 Description

• Supervise essential functions that facilitate the provision of exceptional support services to New Era clients.

• Lead a team of support engineers, ensuring that service level targets (SLTs) are consistently achieved.

• Collaborate with other leadership in support to enhance support processes.

• Serve as the primary contact for client escalations, fostering strong relationships and ensuring their needs are fulfilled.

• Oversee and manage the support ticketing system, guaranteeing that issues are resolved promptly and to the satisfaction of clients.

• Establish and monitor key performance indicators (KPIs) to assess and enhance service performance.

⛳️ Requirements

• Bachelor’s degree in information technology, Computer Science, or a related discipline.

• A minimum of 3-5 years of experience in IT support services, including at least 2 years in a leadership position.

• Strong technical foundation with expertise in a broad spectrum of IT systems and technologies.

• Excellent leadership and team management capabilities.

• Outstanding customer service and client management skills.

• Strong analytical and problem-solving abilities.

• Exceptional communication and interpersonal skills.

• Significant experience with ticketing systems (preferably ConnectWise).

• Experience with Managed Service Providers (MSP) is a considerable advantage.

🏝️ Benefits

• Comprehensive benefits package

• Medical coverage

• Dental insurance

• Vision insurance

• 401K matching

• 28 PTO days including company holidays