Job Description

The IT Service Delivery Manager will lead and improve the technology experience of day-to-day business operations, ensuring seamless operations, and driving the team's performance to deliver exceptional technical service and support to end-users. The manager will collaborate with cross-functional teams, promote process improvement, and contribute to a positive work environment.

Responsibilities

• Provide leadership and mentorship to the IT Service Desk team
• Set goals and expectations, foster professional development, and conduct performance evaluations
• Ensure adequate staffing levels and manage schedules
• Promote a collaborative and inclusive team culture
• Ensure processes are documented, audited, and improved
• Promote the IT Service Desk with senior management
• Coordinate and manage stakeholders
• Support Compliance activities related to Information Security and Data Privacy
• Manage the development and reporting of metrics
• Act as an escalation point for complex support issues
• Manage the costs of running the IT Service Desk

Requirements

• Professional certifications (ITIL, CSM, or CompTIA A+ are a plus)
• Experience developing and leading internal support processes
• Ability to communicate complex technical information
• Strong problem solving and troubleshooting skills
• Proficient with Windows/macOS desktop administration
• Experience with ticketing systems, SSO and cloud identity services, Google Workspace, A/V Solutions, and MDM Solutions
• Ability to work within video conferencing services
• Soft skills: Finance management, change management, process improvement, stakeholder management, excellent written and verbal communication

Benefits

• No benefits