Service Delivery Manager

Job Description

Job Description

Position Summary :

As a Service Delivery Manager at Stored Tech, you'll lead one of three MSP support teams, ensuring top-tier technical support for select customers. You'll supervise day-to-day help desk operations, coach team members in effective troubleshooting, and provide training on help desk systems and processes. Additionally, you'll oversee updates and policies, monitor metrics, identify improvements, and handle critical issue escalations.

Key Duties and Responsibilities :

• Manage and supervise the help desk staff, providing guidance, support, and coaching on effective methods for researching, troubleshooting, and delivering solutions to clients.
• Supervise training of the MSP team on the systems, processes, tools, and procedures required to document, track, and resolve reported problems.
• Ensure the latest product / technical updates and policies are available and effectively communicated to the team. Facilitate ongoing training sessions to keep team members updated on new technologies and best practices.
• Monitor the help desk request queue and track key metrics to ensure sufficient coverage and achievement of service standards. Identify trends and areas for improvement to enhance team efficiency and performance.
• Identify system and workflow improvements to enhance the efficiency of the help desk operations.
• Act as an approval point for the escalation process, facilitating a final resolution and ensuring client satisfaction.
• Collaborate with other teams and departments as needed to address complex problems.
• Generate regular reports on help desk performance, including ticket resolution times, customer satisfaction scores, and other relevant metrics.
• Analyze data to identify areas for improvement and implement strategies to address deficiencies.
• Build and maintain strong relationships with clients, serving as a trusted advisor and point of contact for technical support issues.
• Work closely with account managers and sales teams to ensure client needs are met and expectations are exceeded.
• Complete and deliver performance reviews and improvement plans

Required Skills and Abilities :

Education and Experience :

Benefits and Fun Stuff :

StoredTech stands as an unparalleled haven for professional growth and well-being. Our commitment to employees is unwavering, evident in the comprehensive benefits package that goes beyond the basics.  Step into a workplace that pulses with fun and vitality – our dynamic environment, complete with exercise equipment and popcorn machines, slushy machines, and more, adds an extra layer of enjoyment to your daily endeavors. As we remain dedicated to client delight, we ask you to join us, not only grow your career but revel in the unique perks that make StoredTech an exceptional and thriving place to work. Your journey to professional fulfillment starts here!