Continuum’s Help Desk business delivers white-labeled, 24 x 7 technical support services to approximately 65,000 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.
The Help Desk Tier 2 Service Delivery Manager serves an essential role in coordinating the activities of the members of one of the Tier 2 Help Desk team. The SDM will lead a team of 20 Tier 2 technicians in providing great support for our 65,000 customers in resolving their advanced technical issues.
Reporting to the Help Desk Senior Director, the Tier 2 Service Delivery Manager will work with internal teams and our MSP partners to ensure ever-improving support for their customers. The Tier 2 Service Delivery Manager will serve an essential role in delivering value and ensuring the success of Help Desk Technicians.