What are the responsibilities and job description for the Help Desk Supervisor position at Centre Technologies?
We are excited to announce that we are expanding our team and adding a new Service Delivery Manager based in Tulsa, OK.
Company Culture
At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.
Benefits
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.
Key Responsibilities
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Company Culture
At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.
Benefits
- Hybrid work options, paid time off, and holidays
- Comprehensive medical, dental, and vision coverage
- 401(k) with employer match
- Professional growth opportunities in a stable, team-oriented environment
The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.
Key Responsibilities
- Ensure quality, security, and compliance for all clients
- Manage work distribution and ensure timely resolution to customer issues
- Identify trends in reactive support and help drive automation and process efficiencies
- Drive proactive client management and SLA adherence
- Handle ticket escalation and critical issue resolution
- Maintain documentation and compliance standards
- Drive, manage and report on monthly and quarterly Service Desk KPIs
- Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
- Support onboarding for new clients
- Support team development and career growth
- Participate in recruitment and selection of new team members
- Review and approve time/expense entries
- Bachelor’s degree required
- 5 years of hands-on leadership experience
- Strong proficiency in Microsoft Office Suite
- Expertise in:
- Windows OS, Windows Server
- Microsoft administration tools (AD, DHCP, DNS, Group Policy)
- Microsoft Exchange, Citrix technologies
- Backup/DR strategies and system upgrades
- Network infrastructure and protocols (TCP/IP, DNS, DHCP)
- Enterprise hardware (Cisco, Dell, HP)
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