Service Delivery Manager (MSP)

Company: Bowman Williams
Location: New York
Posted on: September 21, 2023

Job Description:

Service Delivery Manager (MSP) We are a Managed Services Provider that supports clients locally and globally. We were named in the MSP 501 list for the 6th consecutive year! Our success is built upon providing clients with world class service and creating an internal environment that allows our team to pursue what they are passionate about. We offer full health/dental/vision insurance, 401(K) with a match, hybrid WFH schedules, trainings, conferences, certification reimbursement, and more.We are seeking a Service Delivery Manager (MSP) with a MSP management background. The Service Delivery Manager will oversee 3 Service Desk teams located in and around NYC totally 20 technicians. The Service Delivery Manager (MSP) is responsible for overseeing the day-to-day activities of the service desk operations to ensure client satisfaction. They manage a team of support staff who troubleshoot and resolve IT issues while ensuring the team uses the required tools and software to identify, document, track and resolve reported problems.Service Delivery Manager (MSP) Responsibilities:

• Help lead and prioritize the support team's workload
• Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work, and help improve those processes
• Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA's, KPI's. risks/issues)
• Act as a liaison to clients around service delivery issues
• Regularly review opportunities for team training and provide team members with coaching. Listen to team members' feedback and resolve any issues or conflicts
• Suggest and organize team building activities
• Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system
• Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.Service Delivery Manager (MSP) Salary + Benefits:
  • Health, Dental, and Vision Insurance
  • Life & Disability Insurance
  • 401(k) with 3% match
  • PTO + Flexible Scheduling
  • Paid Trainings
  • Certification Reimbursement Opportunity Location New York, NY Proposed Salary $120,000 - $130,000Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.
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Keywords: Bowman Williams, New York , Service Delivery Manager (MSP), Executive , New York, New York