Manager Service Delivery

Reports to Director, Network, Infrastructure and Technology Titles
Supervise Help Desk Computer Operators, PC Technicians and Telcom
Essential Responsibilities
Directly manage the day to day activities of IT service management, incident, problem management team including Telecommunications, the help desk and technical delivery teams.
Lead and own the mission, vision, values & outcomes of IT service delivery partnering with leaders, internal subject matter experts on service management.
Formulate, publish & enforce IT service delivery policies to meet business objectives.
Define, maintain and report on service level agreement (SLA) compliance and service metrics.
Focuses on aligning IT services with the needs of end users.
Coordinates and assigns build and maintenance of the knowledge base.
Track and analyze trends in call centers, service desk requests and incidents, working with appropriate departments to bring about problem resolution and root cause analysis.
Identify, recommend, develop and implement training programs to increase effectiveness of IT support groups.
Prepares and monitors department statistics to ensure SLA (Service Levels) are established and maintained.
Assist in project design and scope of work creation for adoption for Service Desk.11. Assists in developing and maintaining the call centers and reporting

Minimum Qualifications:           
Education
Associate’s or Bachelor’s Degree in IS/ Computer Science or a related area (or experience equivalent) preferred.
Experience
5 years of experience in service desk management, technical support and escalation management required
Licensure
Information Technology Infrastructure Library (ITIL) Certification
Preferred Knowledge/Skills/Abilities
Basic understanding or ability to obtain basic understanding of enterprise technology and ability to support these tools even outside of expertise; including but not limited to Windows, Operating Systems, Basic computer hardware skills. 
Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.