Network Service Delivery Manager

Responsibilities

• Lead and manage a team of Network support engineers, including training, mentoring, and performance management
• Ensure timely and effective delivery of Network support services in accordance with SLTs
• Monitor and manage the support ticketing system to ensure efficient issue resolution
• Act as the primary point of contact for client escalations and participate in the on-call escalation process
• Implement and track KPIs to measure and improve service performance
• Provide technical guidance and support to the team for complex issues

Requirements

• Strong broad-based knowledge of hardware, operating systems, networking products, connectivity, and SaaS
• Ability to communicate effectively and professionally with stakeholders
• Ability to assess and prioritize a high volume of support work
• Proven leadership skills with the ability to motivate and build a support team
• Ownership and accountability for engineering team outcomes

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 3-5 years of experience in IT support services with at least 2 years in a leadership role
• Experience with Managed Service Providers (MSP)
• Proficiency with ticketing systems, preferably ConnectWise
• ITIL certification
• Relevant technical certifications

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.