Job Description

Manager of Service Delivery

The Manager of Service Delivery reports directly to the Manager of Technology Services and is a key member of the Service team. In this role, you will supervise a team of Engineers, ranging from Level 1 to Level 3 Engineers, and a second team of dispatch schedulers. The Manager of Service Delivery is responsible for delivering first-class service, respect, and technical support to all ACT clients. The Manager of Service Delivery has a pivotal role in leading the Service Team to make sure that they’re efficient, happy, productive, and continue getting positive feedback from our clients.

This position includes proactive management of client technology, resolving high priority escalations and contributing to standards and procedures. The Manager of Service Delivery serves as an escalation point for the Service Team members. The candidate will interface with high profile industry clients daily thus requiring the highest level of presentation, communication, and professionalism.

The ideal candidate for this job has great attention to detail, and stellar follow-up and follow-through execution. The Manager of Service Delivery must provide confident leadership and decision-making in a fast-paced, unpredictable customer service environment to ensure consistent client experience. The number one goal of everyone in our team is to make our clients exceptionally happy.

Responsibilities include:

· Provide leadership and mentoring to Level 1-3 Engineers, as well as the scheduling team.

· Giving constructive feedback, evaluating work performance, and approve time off.

· Lead regular team meetings to solve problems and encourage employee engagement.

· Construct and analyze KPIs and deliver metrics to measure performance of your direct reports.

· Intervene and resolve customer issues, escalating to the leadership team as appropriate.

· Direct ticket escalations from the Service Team to Senior Systems and Network Engineers.

· Attend meetings with new clients and participate in the thorough onboarding of new clients.

· Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied.

· Utilize ticket tracking system to document all support incidents.

· Creates and maintains, detailed and complete, Service Desk documentation.

Essential Job Duties:

· Reporting of metrics and KPIs for the Service Desk operations.

· Participation with maintaining inventory of hardware, software and support assets.

· Be self-motivated, work independently at times, and take ownership of Service Team challenges.

· Manage the well-being of the team by providing regular 1-on-1 reviews and check-ins.

· Identify each Team member’s strengths and weaknesses in effort to grow their career ladder.

· Creating and improving training materials for new hires, existing product offerings, and customers.

· Track, monitor, review, and approve timesheets and expense reports.

· Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Compliance, Ticket Quality, and Time Entry Quality.

· Performs other related duties as assigned

Preferred Skills:

• Experience with Managed Service Providers and MSP Operations.
• Experience with HealthCare industry technology platforms and compliance.
• Experience with Document Management solutions; specifically, ITGlue.
• Professional and technical knowledge of Windows Operating Systems.
• Working knowledge of macOS, iOS, and Android Operating Systems.
• Microsoft 365 and G-Suite platform support for users, groups, and permissions.
• Physical Networking elements: cabling, firewalls, switches, wireless access points.
• Logical Networking principles: LAN, WAN, SDWAN, on-Premise, Cloud, Hybrid.
• Experience with Autotask, RMMs, and Security Software.
• Support common line of business apps (QuickBooks, Adobe Suite, Microsoft Office, etc.)
• Learn new customer line of business apps for Medical practitioners: EMR, DICOM, EHR, VSCAN.
• Attention to detail with proven analytical and problem-solving abilities.
• A deep desire to deliver an amazing client experience.
• Highly self-motivated and directed, in a fast-paced team environment.
• Effective time management in working on internal tasks.

Qualifications:

• Prior experience working for a Managed Services Provider
• College diploma or University degree with 3-5 years of end user support.
• At least 4 years of management experience in an IT environment.
• Expert knowledge and usage of Microsoft Office Products and Services.

· Prior experience handling inbound technical service tickets and inbound phone calls.

• Management and Leadership experience of an IT service team.

Working Conditions:

· Work independently on projects and tasks outlined above.

· Work in teams of technicians, Account Managers, Department Managers, and Leadership.

· Moderate noise level (i.e. working on an open floor with printers, telephones, and computers)

· Overtime may be required to meet project deadlines (including late nights and weekends)

· Infrequent travel to client sites.

· Infrequent travel for business and work beyond normal business hours when necessary.

· Sitting and standing at your computer desk for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and peripherals.

· Lifting and transporting moderately heavy objects, such as computers and peripherals.

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