Service Delivery Manager

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $95k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

📡 Telecommunications

🏢 Enterprise

Cybersecurity • Telecommunications • Enterprise

New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.

📋 Description

• Oversee key functions that enable the delivery of world-class support services to New Era clients. • Manage a team of support engineers, ensuring service level targets (SLTs) are met. • Collaborate with other support leadership to improve support processes. • Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met. • Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client’s satisfaction. • Implement and track key performance indicators (KPIs) to measure and improve service performance.

🎯 Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field. • Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role. • Strong technical background with knowledge of a wide range of IT systems and technologies. • Excellent leadership and team management skills. • Exceptional customer service and client management abilities. • Strong analytical and problem-solving skills. • Excellent communication and people skills. • Strong experience using ticketing systems (ConnectWise preferable) • Experience with Managed Service Providers (MSP) a big plus.

🏖️ Benefits

• Full Benefits • Medical • Dental • Vision • 401K match • 28 PTO Days including company holidays