BCD

My client provides public sector software solutions in the Pacific Northwest including a full spectrum MSP offering. The IT Service Delivery Manager leads this support and services team to provide an exceptional client experience. This requires building, leading & managing the team that includes Junior & Senior Helpdesk / Network & System Engineers, along with Vendors. The Manager plays a pivotal role in leading the service delivery and support efforts supported by the senior executives.

Responsibilities & Tasks

Customer Management

· Provide a point of contact for non-technical issues & escalations for our clients

· Liaise with Clients to make sure that they are meeting their expectation and our team and solutions are running smoothly and suitable for their current & future needs

· Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

Development/use of our PSA

· Use our PSA to manage and monitor all Client-facing activity

· Develop and use the platform to introduce new processes when required

· Introduce/Expand automation of business processes where possible

· Reporting of KPIs and other relevant data

Development/use of our RMM and Security Solutions

· Review RMM policies to ensure adequate patching, monitoring and security are implemented

· Schedule and oversee updates and upgrades to RMM

Introduce New Products and Services

· Evaluate and test new services as they become available in conjunction with the technical team before launching to clients

· Manage and oversee rollout of new technologies/services across the customer base

· Evaluate and manage needs on a per customer basis

· Manage retirement of obsolete technologies/services when required

· Analyze business impact when adding or removing technologies

· Advising clients in using technology, especially cloud to meet their business needs

Communication, Reporting & Risk

· Identify, Communicate and Mitigate potential risks to the Company and Clients

· Create and be accountable to regular reporting to the Leadership Team

· Ensure root cause analysis & remediation is continually happening for both technical and business incidents to avoid them happening in the future

· Manage client expectations to ensure that the Team can deliver on what is promised

Teamwork

· Lead, Manage & Mentor the Service Delivery Team. This includes hiring, managing and (hopefully never) terminating team members

· Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team

· Identify each team members strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive

· Creating, managing & improving training plans for all team members

· Coordinate, schedule and staff the service team to high utilization

· Support the team and clients with any unusual/high-level issues that arise

· Review and approve timesheets & expense reports

· Ensure standard operating procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our clients

Numbers And Metrics

· Creating, managing & improving both Individual & team KPIs and performance metrics

· Identify & lead initiatives to Improve on all KPIs & performance metrics

· Accountable to KPIs & metrics that will include NPS, team efficiency, agreement gross margins & team engagement as well as intangible metrics that align with things such as our company core values

Skills And Attributes

Desired

· Great communications skills, founded in being a good listener

· Advanced technical knowledge in Windows desktops, Mobile devices, virtualization (Hyper V), Networking, SQL Server, Windows Server and Cloud (Microsoft 365) technologies.

· Management & leadership experience of an IT service team

· A deep desire to deliver an amazing client experience

· The ability to speak both geek and human

· The ability to keep up with & adapt to the fast-paced IT world

Nice To Have

· Experience using a ticketing system / RMM tool and PSA software

· Skills in strategic & resource planning with an ability to think and plan ahead

· Experience handling technical service tickets

· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

· Client experience certifications such as Helpdesk Habits etc.

· Experience working for a Managed Service Provider (MSP) or IT Support Business.

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote