Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin. We serve government agencies, municipalities, manufacturing firms, and highly regulated businesses with secure, transparent, high-quality technical solutions. We are looking for a hands-on, client-focused Service Delivery Manager to oversee IT service delivery and ensure operational excellence through the delivery of high-quality, responsive support to our customers. This is an on-site opportunity located in Kaukauna, WI.

We’ll provide:

• Generous benefits package including health/dental/vision insurance, PTO, and Simple IRA

• Quarterly Incentive opportunities

• Additional perks including a gym membership and IT training reimbursement

• Predictable set schedule of 7:45am - 4:45pm to help promote work/life balance

• A collaborative environment that provides feedback on a regular basis

• Salary of $70k+ based on experience

What you’ll do:

• Oversee day-to-day service operations, drive process improvement initiatives, and collaborate closely with projects to ensure legendary client experiences

• Monitor service delivery against SLAs, analyze metrics, and ensure compliance using tools and SOPs

• Ensure managed environments are fully maintained with appropriately supported updates, patches and/or service packs in line with system maintenance policies

• Monitor ticket queues and assign work to team members, and ensure escalation procedures are followed

• Lead and support the IT Service Teams by providing resources, coaching, and professional development.

• Oversee scheduling, timesheets, on-call rotations, and vacation requests

• Act as an escalation point for client interactions as needed to direct to the appropriate operational resources

• Complete post incident investigation and reporting for internal and client facing perspectives and action plans for future prevention of further incidents

Skills You’ll Need:

• Proven work experience as a Service Delivery Manager or similar role that involved coaching, developing and motivating staff

• Strong leadership and team management skills with a focus on accountability and process adherence

• Experience driving KPI’s/metrics/allocating resources

• Strong understanding of computer systems, mobile devices, network infrastructure and other IT related services

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Get a head start on the application process through our online portal here: https://www.ondemandassessment.com/o/JB-PR9AZRRYZ/landing?u=1182753