IT Service Delivery Manager

The IT Help Desk Manager is accountable for the supervision and coordination of IT Team Members, including both the Help Desk and Implementations teams. This role is responsible for managing day-to-day operations, including incident assignment, monitoring, escalation, customer contact, and ensuring service levels are met to increase overall customer satisfaction. The IT Help Desk Manager will dedicate approximately 80% of their time to overseeing help desk operations, ticket escalations, and technician performance, while spending 20% assisting with IT project implementations and coordinating with the project team.

Additionally, this position requires collaboration with management to communicate interdepartmental procedures, ensuring documentation is accessible to all IT Team Members.

Requirements

BASIC QUALIFICATIONS:

• 5-10 years hands-on experience IT field and 2+ years’ experience in project management or personnel management.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Strong knowledge of ITIL processes and best practices.
• Microsoft, AWS, ITIL, or project management certification is preferred.
• Strong customer/team interpersonal skills with a positive attitude.
• Excellent verbal and written communication skills.
• Ability to multi-task in a fast-paced environment.
• Working knowledge of Enterprise Network Operations.
• Experience with Microsoft suite office tools (MS Word, Excel, etc.).
• Advanced troubleshooting skills and experience with a variety of IT systems, including Windows, macOS, network infrastructure, and enterprise software.

DESIRED SKILLS:

• Ability to manage and resolve issues independently in non-standard situations.
• Ability to direct workflow during projects and day-to-day operations, using sound business judgment.
• Well-rounded experience with networking and storage systems.
• Experience implementing and supporting AWS cloud server platform (S3, EC2, VPC) and Microsoft Azure services.
• Experience with Ubiquiti, Aruba, or Cisco wireless design, supporting over 100 active connections.
• Experience with MSP Professional Services Automation (PSA) tools such as ConnectWise Manage, Autotask, or similar platforms.
• Microsoft O365 management experience, including advanced support and migrations.
• Windows 10 or 11 Desktop OS domain integration, including Group Policies and security.
• Ability to coach and develop IT Team Members for personal and team growth.

KEY RESPONSIBILITIES:

Team Leadership and Management:

• Oversee and monitor all personnel on the Help Desk (5-7 technicians and engineers).
• Lead and manage the IT support team, providing coaching, mentoring, and performance evaluations.
• Supervise, evaluate, and conduct IT Team Member development plans and annual performance appraisals.
• Develop and implement training programs to enhance the team's technical skills and customer service abilities.
• Manage workload distribution, ensuring timely resolution of help desk tickets.

Service Management:

• Oversee daily operations of the IT help desk, ensuring efficient ticket management and prioritization.
• Implement and manage ITIL-based processes for incident, problem, and change management.
• Monitor help desk performance metrics, ensuring Service Level Agreement expectations and proper staffing levels are maintained.
• Coordinate with clients and internal staff to ensure open communication and proper task documentation.

Technical Support and Troubleshooting:

• Provide advanced technical support for escalated issues, ensuring a high level of service quality.
• Maintain knowledge of current IT systems, software, and technologies, staying updated on industry trends.
• Schedule upgrades and replacements of software and hardware.

Customer Service:

• Ensure high levels of customer satisfaction by providing prompt and professional support services.
• Develop and maintain strong relationships with key stakeholders, including department heads and senior management.
• Disseminate new information or tasks assigned to IT Team Members and ensure timely documentation.

Project Management:

• Lead or participate in IT projects related to help desk operations, such as software upgrades, system implementations, and process improvements.
• Work with Sales Engineers and the Sales Team to manage, plan, and organize new projects and implementations.
• Collaborate with technical staff to create strategic plans to deliver services.

Documentation and Reporting:

• Develop and