• Service Delivery Manager

    Job Locations US-PA-Cranberry TWP
    Job ID
    2018-1555
    Category
    Help Desk
  • Overview

    Continuum’s Help Desk business delivers white-labeled, 24 x 7 technical support services to approximately 70,000 end-users who are employed by several thousand small and medium-sized businesses located primarily in the US, UK and Australia.  The Help Desk business, located in Cranberry, PA, Mumbai, India and Manila, Philippines, has grown more than 50% in each of the last three years and similar growth is anticipated for the foreseeable future. 

    POSITION OVERVIEW

    The Help Desk Service Delivery Manager serves an essential role in coordinating the activities of the members of one of the Help Desk teams. The SDM will lead a team of 10-14 technicians in providing great support for our 70,000 customers in resolving their technical issues.

    Reporting to the Help Desk Senior Director, the Service Delivery Manager will work with internal teams and our MSP partners to ensure ever-improving support for their customers.  The Service Delivery Manager will serve an essential role in delivering value and ensuring the success of Help Desk Technicians.

    Responsibilities

    • Lead a dedicated team of help desk technicians to deliver world class support to our partners and customers
    • Be accountable for Incident, Problem, and Escalation management for defined set of customers
    • Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
    • Monitor, control, and support workflows to ensure timely response to and resolution of tickets
    • Coach and develop help desk employees to achieve professional objectives
    • Establish performance objects and manage performance for their team
    • Interact with partners/clients to align and deliver on objectives
    • Communicate changes to HD team
    • Responsible for staff performance reviews
    • Promote the customer service ethic to maintain a high degree of customer service
    • Assist team members in identifying the need for a Level 2 resource
    • Promote consistent incident handling procedures (use of systems)
    • Ensure use of the Knowledge Base for authoring and searching
    • Other duties as assigned

    Qualifications

    • Experience in leading and motivating a team.
    • 2 to 4 years of experience is a Service or Help Desk/Support Center environment.
    • Excellent communication skills, both oral and written, with various audiences; mature, confident, assertive communication style.
    • High levels of patience and calm under pressure to facilitate technician coaching and training.
    • Ability to work in a fast paced, dynamic environment.
    • Willingness to make changes or adapt as the situation dictates.
    • Excellent organizational skills; ability to prioritize and manage multiple tasks.
    • Bachelor’s degree required.
    • HDI Support Center Manager preferred.
    • ITIL Foundations preferred.
    • Certifications: Apple, Microsoft, CompTIA, etc. preferred.

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