Manager, Technology Delivery

Why Pretium Enterprise Services?

With expert business service capabilities, Pretium Enterprise Services (“PES”), is integral to the growth, innovation, and transformation of its global operating companies. Partnering with internal and external businesses and stakeholders to rapidly unlock value for its customers, PES delivers with excellence and ownership, enabling scalable growth.

Job Overview

The Manager, Technology Delivery will be responsible for managing day-to-day operations, developing, and implementing support processes, and fostering a culture of excellence and continuous improvement. This position requires strong leadership, technical expertise, and a commitment to delivering outstanding customer service.

What You’ll Do

• Lead and manage a team of technical support specialists and engineers, providing guidance, coaching, and mentorship to ensure high performance and professional development.

• Develop and implement service desk policies, procedures, and workflows to streamline operations, improve efficiency, and enhance the customer support experience.

• Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure team performance and customer satisfaction and drive continuous improvement initiatives to meet or exceed targets.

• Oversee the prioritization, assignment, and resolution of support tickets, ensuring timely and effective response to customer inquiries and technical issues.

• Collaborate closely with cross-functional teams including Networking, IT Infrastructure, and Security to escalate and resolve complex technical issues and provide feedback for product enhancements and improvements.

• Serve as the primary point of contact for escalated customer issues, providing expert assistance and facilitating resolution to ensure customer satisfaction.

• Monitor service desk metrics and generate regular reports on team performance, ticket trends, and customer feedback to senior management and stakeholders.

• Develop and deliver training programs and knowledge sharing sessions for service desk staff to enhance technical skills, product knowledge, and customer service excellence.

• Stay up-to-date with industry trends, best practices, and emerging technologies in technical support and service management, and incorporate relevant innovations into service desk operations.

• Foster a collaborative and positive work environment, promoting teamwork, open communication, and a customer-centric culture within the service desk team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.

• Minimum of five years of experience in technical support or IT service management (required), with at least two years in a leadership or managerial role preferred.

• Strong leadership and management skills with the ability to motivate, coach, and develop a team of technical support professionals.

• Proven track record of implementing and optimizing service desk processes, procedures, and workflows to improve efficiency and customer satisfaction.

• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and senior management.

• Solid understanding of ITIL framework and best practices for service management, incident management, and problem resolution.

• Experience with service desk tools and technologies, such as ticketing systems, knowledge base software, remote support tools, and monitoring solutions.

• Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions to improve service desk performance.

• ITIL Foundation certification or other relevant certifications in IT service management are a plus.

• Vaccination against Covid-19 is required, except where prohibited pursuant to state or local law. 

What We Offer

This position offers the opportunity to join a collegial, entrepreneurial firm committed to the personal and professional growth of its team members and to maintaining a positive, encouraging work environment where people enjoy working together. The company offers a comprehensive benefits and perks package, including:

• 401(k) plan with an employer match

• Health, dental, vision and life insurance

• Paid Time Off (PTO)

• 11 firm holidays

• Hybrid office/work from home arrangement

• Annual year-end bonus eligible

Pretium Enterprise Services is committed to creating a diverse envir