The MS Sr Service Delivery Manager plays a vital role in overseeing and managing the daily operations of the IT help desktop team. This individual is responsible for ensuring the efficient resolution of technical issues, providing excellent customer service, and maintaining a high level of client satisfaction. This position will be deeply involved in team development and the application of our Best Practices. Will need to be available to provide secondary on-call support.

Academic and Professional Qualifications: 

• Bachelor’s degree is preferred but not required.
• At least four to six years of experience required in related field.
• ITIL or other relevant certifications preferred but not required

Experience: 

• Proven experience in managing an IT help desk team.
• Strong technical knowledge, understanding of IT systems and networks.
• Excellent leadership, interpersonal, and communication skills.

Responsibilities: 

• Team Leadership and Management:
• Lead, mentor, and manage the dedicated desktop technician team.
• Mentor a positive and collaborative team environment.
• Ensure proper staffing levels and set team schedules to fulfill client needs.
• Promote a client first culture within the IT Help desk team.
• Monitor and evaluate customer satisfaction through surveys and feedback.
• Provide ongoing training to the help desk staff on their technical skills and customer service.
• Support the professional development of team members through certifications and training programs
• Oversee timely and effective resolution of technical issues.
• Escalate complex problems to appropriate support teams for resolution.
• Analyze trends in reported issues to identify and address common problems
• Ensure & enforce best practices.
• Coordinate with other IT teams to ensure the fastest and most efficient resolution to critical problems.
• Develop and maintain comprehensive knowledge base to assist in incident resolution
• Manage resources effectively to ensure optimal performance and efficiency.
• Collaborate with procurement to acquire necessary hardware and software resources.