IT Service Delivery Manager (Managed Services)

IT Service Delivery Manager (Managed Services)We are a Managed and Cloud Services Provider with a national presence. We have over 1,000 clients with no Sales or Marketing team. We acquire business organically by providing high level customer service which leads to clients referring us to new business. We are cash heavy and looking to fill multiple positions, with the IT Service Delivery Manager (Managed Services) being our priority.The IT Service Delivery Manager (Managed Services) is a full-time, permanent position with a primarily WFH schedule. Previous experience managing 20+ direct reports and working for a Managed Services Provider is required.As the IT Service Delivery Manager (Managed Services) you will be responsible for managing a team of 50 Support Technicians ranging from Tier 1 to Tier 3. The IT Service Delivery Manager (Managed Services) will be primarily responsible for steering the strategy for all service delivery in the company. This entails strong enforcement of KPIs, overseeing the team, managing the use of ConnectWise, and evolving (not necessarily revamping) internal support procedures to improve efficiency.IT Service Delivery Manager (Managed Services) Responsibilities:Manage a team of 50 support desk techniciansProactively monitor assigned and open tickets/projects, contacting customers when necessary, and ensuring tickets and projects are updated on a timely basisCreate and continuously update policies and procedures for creating, updating, escalating, and closing tickets and projectsEnsure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.Create tickets checklists and make sure that they are implementedProactively monitor staff availability, and make dynamic changes to schedules and resource allocationImprove current standards and best practicesCoach and develop employees to expand upon their technical skills, discover training needs, and provide career development guidanceIT Service Delivery Manager (Managed Services) Benefits:Health, Dental, and Vision Insurance401(k) with company matchPrimarily WFH (a few office visits per month)PTO that increases with tenureReimbursement for CertificationsBonusesAnnual Reviews