Network Service Delivery Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $94.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

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 enabling delivery of world-class support services to New Era clients • Lead and manage a team of Network support engineers, including training, mentoring, and performance management • Provide guidance and support to foster a collaborative, high-performance culture • Conduct regular team meetings and one-on-ones covering performance, goals, and development • Ensure timely and effective Network support delivery in accordance with service level targets (SLTs) • Monitor and manage the support ticketing system and ensure efficient issue resolution • Maintain high customer satisfaction through world-class support services • Maintain best practices for Incident, problem, and change Management • Act as primary point of contact for client escalations and build strong client relationships • Participate in escalation and on-call processes and prioritize work appropriately • Address and resolve client escalations within SLT • Participate in Support Services process reviews • Implement and track KPIs to measure and improve service performance • Develop and maintain process, policy, and procedure documentation • Provide technical guidance on complex issues • Stay current with industry trends and technologies • Collaborate with other departments for seamless support delivery

🎯 Requirements

• Ability to communicate effectively and professionally with any stakeholder • Clear written communication for ticket/task updates and stakeholder communication • Ability to assess and prioritize a high volume of support work • Ownership and accountability for assigned work and engineering team work • Commitment to exceptional customer service • Broad-based knowledge of hardware, client and server operating systems, applications/networking products, networking hardware, connectivity, and SaaS • Leadership skills to motivate, collaborate, and build an exceptional support team • Flexibility and adaptability to change • Bachelor’s degree in information technology, Computer Science, or a related field (desired experience section; not stated as required) • Minimum 3–5 years of experience in IT support services, including at least 2 years in a leadership role • Strong technical background with 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 • ITIL certification and technical certifications are a plus • Full-time availability of 40 hours per week • Willingness to participate in occasional on-call escalation rotation • Ability to work flexible schedules, including nights and/or weekends when required • Occasional travel required, less than 10% • English language skills

🏖️ Benefits

• Full Benefits • Medical • Dental • Vision • 401K match • 28 PTO Days including company holidays • Continuous training • Competitive benefits • Personal and professional development opportunities