Service Delivery Manager

Responsibilities

• Lead and manage a team of IT support engineers, including training, mentoring, and performance management
• Ensure timely and effective delivery of IT 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 build strong stakeholder relationships
• Implement and track KPIs to measure and improve service performance
• Maintain best practices for Incident, Problem, and Change Management
• Provide technical guidance to the team for complex issues

Requirements

• Strong broad-based knowledge of hardware, operating systems, networking, 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 teams
• Ownership and accountability for engineering team outcomes
• Flexibility to work flexible schedules and participate in an occasional on-call rotation

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field
• 3-5 years of experience in IT support services with 2+ years in leadership
• Experience with Managed Service Providers (MSP)
• Proficiency with ConnectWise ticketing systems
• 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.