Service Delivery Manager (IT Helpdesk Manager, MSP Service Manager)

SYSTEMSEVEN

Austin, TX

Expired: over a month ago Applications are no longer accepted.

$70,000 to $90,000 Yearly
Vision , Medical , Dental
Full-Time

Job Description

Service Delivery Manager

Location: Austin, TX
Reports to: Director of Technology
Job Type: Full Time
Compensation: Salary $70,000 to $90,000 per year
Work Environment: In an office setting and remotely from home, must have reliable transportation

Job Description

SYSTEMSEVEN is seeking a technical leader to manage our Service Delivery Team. They will be one part problem solver, one part teacher, and one part technology fangirl/fanboy. The Service Delivery Manager will become an expert on our IT stack. This person will have a deep understanding of SYSTEMSEVEN’s cybersecurity, support processes, policies, and programs. The right person will be able to explain complex concepts (without condescension) coupling our products and services together with customer applications, software, and networks, both to technical and non-technical people. This person will be a high-level technical escalation point for our customers, as well as our Service Delivery and Customer Experience teams.

The Service Delivery Manager will actively build up, coach, and celebrate our Service Desk technicians. They will be expected to take accountability and show initiative. They will be heavily involved in documentation and training efforts to make sure that any problem we solve can be solved forever. This person will be aware of, and address chronic issues and service trends, relentlessly hunting down root causes to ensure quick resolution of every weird issue that pops up for customers.

It wouldn’t hurt for this person to make a mean margarita and know their way around a barbeque, either (not required, but why not shoot for the moon?).

The Perfect Cultural Fit

Meets financial and operational goals by motivating and inspiring.
Is professional, friendly, and has fun.
Asks questions and always wants to learn more.
Is systems-oriented and can spot inefficiencies.
Knows how to accept failure and learn from mistakes.
Is expressive, honest, and eager to share new ideas.
Delegates work and gives their team an opportunity to stretch their ability.

Responsibilities

Always represent SYSTEMSEVEN in a down-to-earth and professional manner.
Work with the Director of Technology to manage staff, processes, and systems in the Service Desk.
Lead with positivity by communicating with all staff daily, giving useful feedback, and frequently recognizing your teammates.
Understand and manage to our agreed service levels and to all customer requirements.
Work together with Central Services and Project Management to unify employee and customer experiences within Service Delivery.
Create, implement, and constantly improve Standard Operating Procedures.
Provide quality resolution of technical incidents addressed by Service Delivery.
Meet with clients remotely and/or onsite to resolve and avoid service issues.
Provide IT and product training, as well as real-time assistance on all our products and services to staff.
Act as a top technical resource for internal and external projects.
Proactively monitor applications and systems to capture and/or avoid potential issues.
Organize and manage on-call after hours support on rotational schedule.
Produce daily/weekly/monthly management reports with respect to service and support activities.
Perform Level 3 or higher technical escalation duties.
Work with the Director of Technology to execute our internal and customer Cybersecurity plans.
Perform other duties as assigned.

Required Experience

Bachelor’s degree in IT, IS, or Computer Science, and/or applicable mix of experience and technical education/certification.
5 years working for a Managed Service Provider, and/or IT Service Desk as L2 or higher.
1 year working as lead or manager of Managed Service Provider, and/or IT Service Desk.
Expert level end-user and desktop support skills.
High level skills with MS365 Admin, Azure, Entra, Intune, MDM tools.

Preferred Experience

Experience automating and integrating cloud applications.
Architecture and administration of Azure and Google Workspace.
Experience with local-to-cloud migrations for file share, email, and identity management

Company Description

Why Work With SYSTEMSEVEN?

Life at SYSTEMSEVEN does not feel like your typical job. We are all complex humans (no robots that we know of) that believe everyone deserves the opportunity for a higher quality of life. We work just as hard to serve each other as we do to serve our customers. We are hunters of new ideas and better solutions, and connoisseurs of borderline memes and terrible dad jokes. There is purpose and deliberation in our growth, and we try our best to keep sight of the importance of simply enjoying each other’s company, day-to-day.

· Exciting and fast-paced environment
· Have a say in the future of our products and service delivery
· True opportunity to advance to the highest levels in the company
· Get paid to play with the latest in cutting-edge technology
· Have your opinion valued and become our Subject Matter Expert in various technologies
· Work in a tight-knit team of nerds
· Be a part of a very employee-focused operation

Join us!

At SYSTEMSEVEN, we truly believe happy employees equals happy customers. If you are looking for a company that appreciates their employees, offers competitive benefits, and a professionally fun atmosphere, please reach out.