Manager, Service Delivery Service Desk

Job Summary:

The Manager, Service Delivery is accountable for implementation of best practices to deliver exceptional IT service delivery.  Role is accountable for effective, efficient, and responsive service desk operations, productivity application support, and end point performance, including desktops, laptops, mobile devices, and peripherals.

Essential Job Duties and Responsibilities:

• Recommend and implement strategies to align and enhance IT support services with organizational goals.
• Provide leadership and coaching to service delivery team managers to develop their skills and enhance capabilities of the team.
• Set team goals and provides support to team members for developing and achieving individual goals aligned to team and organization goals.
• Establish and monitor service delivery metrics to identify areas for improvement. Provide coaching to managers to address opportunities for improvement.
• Provide regular reports and keep the Director, Service Delivery informed of accomplishments, opportunities, and challenges to achieving desired outcomes.
• Ensure compliance with IT policies, procedures, and industry standards.
• Provide input into vendor selection and comply with contracts related to IT services and equipment.
• Provide input into and adhere to the IT service delivery budget.

Education and Experience Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT service delivery management, including oversight of service desks and endpoint support.
• 10 years of related experience. Previous leadership experience preferred.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Familiarity with ITIL frameworks and best practices.
• Experience with productivity applications and endpoint management tools.

Knowledge, Skills, and Abilities:

• Leadership and Team Management: Ability to lead and inspire a team while fostering collaboration and accountability.
• Technical Proficiency: Strong knowledge of productivity applications, endpoint devices, and IT service delivery frameworks like ITIL.
• Problem-Solving and Decision-Making: Adept at analyzing complex issues and implementing effective solutions.
• Communication and Interpersonal Skills: Ability to convey technical concepts clearly and build relationships with stakeholders across departments.
• Strategic Planning: Capacity to align IT service delivery goals with broader organizational objectives.
• Vendor and Contract Management: Skills in managing relationships with external service providers and negotiating contracts.
• Performance Analytics: Proficiency in monitoring service metrics and using data to drive improvements.
• Budget Management: Experience in planning and managing budgets effectively.

Work Environment:

• While performing the duties of this job the employee will work in an office setting.
• May occasionally meet in the manufacturing plant environment with the following elements: 
  • Humidity, loud noises, dirt
  • Varying temperatures
  • Sheet Metal
  • Forklift traffic