Manager of IT Service Delivery
Manager of IT Service Delivery
We are seeking an experienced Manager of IT Service Delivery to lead and develop a high-performing Service Desk team. In this critical role, you will oversee day-to-day service operations, ensuring that performance metrics are consistently met, while driving improvements in customer satisfaction and operational efficiency. You will mentor your team, implement best practices, and collaborate with IT leadership to foster a service-oriented culture. Your leadership will be pivotal in shaping a customer-first approach that enhances both internal and external stakeholder experiences.
Key Responsibilities:
- Lead, mentor, and develop a team of Service Desk professionals, focusing on career development and performance goals.
- Implement and maintain effective communication channels to keep all stakeholders informed about progress, issues, and resolution timelines.
- Monitor service demand trends and team capacity to optimize resource utilization, proactively addressing issues when necessary.
- Drive customer satisfaction and improve NPS by ensuring the Service Desk consistently delivers high-quality service experiences.
- Coordinate with vendors and internal IT teams to ensure contracted performance levels and service delivery expectations are met.
- Develop standardized workflows, processes, and documentation to improve efficiency and ensure exceptional IT support.
- Monitor Service Desk metrics to identify trends and implement improvements to service delivery and team performance.
- Stay informed on industry best practices to ensure the Service Desk remains competitive and effective.
Key Requirements:
- Proven experience managing an IT Service Desk or support function, with at least 5 years in a leadership role.
- Strong knowledge and experience with ITIL principles and their application to Service Desk operations.
- Demonstrated track record of enhancing customer satisfaction, improving CSAT scores, and driving operational improvements.
- Excellent communication, interpersonal, and conflict-resolution skills, with a focus on fostering positive relationships within teams and with users.
- Ability to monitor, analyze, and report on Service Desk performance metrics, driving data-driven decisions for continuous improvement.
- Strong leadership skills with the ability to motivate and guide teams towards achieving goals and delivering exceptional service.
- Proficient in optimizing Service Desk tools, ticketing systems, and reporting platforms.
- Ability to lead change management and problem management processes, ensuring efficient service delivery and issue resolution.
Why Apply?
This is a fantastic opportunity for an experienced IT leader to drive impactful change within a fast-paced, customer-focused organization. If you are passionate about optimizing IT service delivery, mentoring teams, and enhancing customer experiences, we encourage you to apply. Join a forward-thinking company that values innovation, continuous learning, and a collaborative culture. Submit your resume and contact information today to take the next step in your career!