Benefits:

Dental insurance

Health insurance

Vision insurance

Our client is a small Managed Service Provider (MSP) dedicated to delivering top-tier technology solutions to small to mid-size businesses across the nation. We specialize in leveraging technology to enhance productivity and drive business growth. Their team is committed to providing exceptional service and support to our valued clients.

Position Overview: Theyare seeking a dedicated and experienced Technology Service Delivery Manager to join the team. The ideal candidate will have expertise in using Connectwise and will be responsible for overseeing a team of 3-5 service desk professionals. This role offers the opportunity to work in a hybrid model, with up to three days remote and the remainder in our Kenosha, WI office.

Key Responsibilities:

Service Desk Management: Lead, mentor, and manage a team of 3-5 service desk professionals responsible for delivering top-notch IT support services to our clients.

Connectwise Expertise: Utilize your deep understanding of Connectwise to optimize our service delivery processes, workflows, and ticketing systems.

Team Support: During periods of high volume or coverage shortages due to illness, vacation, etc., assist the team with troubleshooting, escalations, and call handling.

Client Satisfaction: Ensure client satisfaction by maintaining high-quality service delivery standards, promptly resolving issues, and proactively identifying areas for improvement.

Service Delivery Efficiency: Continuously improve service delivery efficiency by monitoring and analyzing key performance indicators (KPIs), implementing best practices, and streamlining processes.

Resource Allocation: Efficiently allocate resources, both human and technical, to meet client demands and ensure timely issue resolution.

Client Communication: Serve as a point of contact for clients, providing regular updates on service delivery, addressing concerns, and building strong client relationships.

Documentation: Ensure accurate documentation of service requests, resolutions, and configurations to maintain a comprehensive knowledge base.

Reporting: Generate and analyze service delivery reports to assess team performance and identify areas for improvement.

Budget Management: Assist in budget planning and management related to service delivery operations.

Training and Development: Promote a culture of continuous learning and development within the service desk team.

Adherence to SLAs: Ensure that service desk operations consistently meet or exceed agreed-upon Service Level Agreements (SLAs).

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

Proven experience in a similar role within an MSP environment.

Expertise in using Connectwise for service management.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Ability to analyze and interpret data to drive improvements.

Strong problem-solving abilities.

Familiarity with ITIL best practices (ITIL certification is a plus).

Willingness to adapt to a changing and dynamic environment.

Availability to work a hybrid model, with up to three days remote.

Benefits:

Hybrid work model.

Health, dental, and vision insurance.

Retirement plan options.

Ongoing training and professional development opportunities.

Opportunity to work with a dedicated and passionate team.

If you are a skilled Technology Service Delivery Manager with a passion for delivering outstanding IT services and have a strong background in Connectwise, we invite you to apply and become a valuable part of our client's team.

To apply, please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this position.

Flexible work from home options available.