What are the responsibilities and job description for the Information Technology Service Delivery Manager position at firstPRO, Inc?
Our client is seeking an experienced IT Service Desk Manager to lead the daily operations of their service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical technical issues. The ideal candidate is a strong communicator, strategic thinker, and hands-on leader who is passionate about driving operational excellence and continuous improvement within IT support.
Key Responsibilities:
Team Leadership & Development
- Manage, coach, and mentor service desk staff to ensure efficient issue resolution and excellent customer service.
- Promote a culture of accountability, collaboration, and ongoing professional development.
Service Operations
- Oversee end-to-end service delivery, including incident, request, change, and knowledge management.
- Utilize ITSM platforms (e.g., ServiceNow) to manage service lifecycles and track SLAs, service availability, and business impact.
- Apply ITIL-based service management practices to improve efficiency and reliability.
Escalation Management
- Serve as the primary escalation point for complex or high-priority technical issues, ensuring timely resolution and communication.
Performance Monitoring
- Define, track, and report on service metrics (e.g., resolution time, customer satisfaction) to identify trends, root causes, and opportunities for improvement.
Process Improvement
- Develop and refine workflows, escalation rules, and service request classification schemes to enhance service delivery.
- Lead initiatives that improve productivity and user experience across IT operations.
Collaboration
- Partner with infrastructure, cybersecurity, and application teams to ensure seamless service and system reliability.
Compliance & Documentation
- Maintain adherence to IT policies and governance, including incident management, change control, and access management procedures.
- Ensure proper documentation of processes, solutions, and support knowledge base articles.
Minimum Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5 years of experience in IT support, with at least 3 years in a supervisory or managerial capacity.
- Proven experience managing IT service desk operations and teams.
- Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.
- Excellent leadership, communication, and problem-solving skills.
Preferred Competencies:
- Technical Troubleshooting & Escalation Management
- End-User Training & Support
- Upgrades & Patch Management
- Experience with ServiceNow or similar ITSM platforms
- Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)
