Job Description

** SERVICE DELIVERY MANAGER**

**Job Category****:** ENGINEERING (SYSTEMS, MANAGED SERVICES) **Requisition Number****:** SERVI001141 Showing 1 location **Job Details**

**Description**

**Job Description**

Responsible for the supervision of a team of Managed Services engineering resources dedicated to the planning, organizing, implementing and ongoing support of JDL Technologies SMB and enterprise Clients internal IT Infrastructure.

**Major Tasks, Responsibilities & Key Accountabilities**

* Manage the Managed Service team (L1 and L2 engineers), who are responsible for providing technical support and services to JDL Technologies Managed Services Clients

* Provide leadership to team members through the performance review process, training, coaching, mentoring, team-building exercises, and resource scheduling

* Work with senior engineers to evaluate, recommend and implement new technologies and solutions for Clients

* Ensure that Clients consistently receive exceptional technical support and services

* Act as liaison to interface closely with Clients and Service Coordinator on complex issues and engagements to ensure a high level of project success and client satisfaction

* Provide daily ongoing maintenance of the Managed Services tools including ConnectWise (PSA) and Brightgauge reporting tools.

* Support Service Coordinator with resource scheduling and support of project deliverables to Clients

* Develop and maintain metrics and SLA reporting

* Develop and schedule semi-annual service reviews with Managed Services Clients and Service Coordinator

* Communicate effectively with Clients, staff and senior management

* Provide weekly on-call client support services.

* Perform other duties and responsibilities as required

**Knowledge, Skills, Abilities & Competencies**

* Experience managing complex IT environments, including core Microsoft technologies, cloud computing, virtualization, server technology, email, mobile device management, datacenter (colocation services), VoIP, LAN/WAN architecture and design, wired and wireless technologies, ITIL foundation, disaster recovery, network security, data encryption and small-to-medium-scale network management

* In-depth knowledge of ConnectWise (PSA), remote management multi-tenant productivity tools

* Experience with IT consulting services and related technical expertise

* Ability to develop and implement technical solutions through professional services teams in different geographies

* Skilled in working with complex, small-to-medium Clients requiring creative technical IT solutions

* Proven ability to communicate and establish relationships with enterprise Clients, school districts, IT community, and JDL Technologies staff

* Understanding of technology-based products and services

* Strong troubleshooting experience preferred

* Self-starter, detail-oriented, proficient time manager, able to work effectively without supervision and to make appropriate decisions

* Ability to perform multiple tasks simultaneously and with accuracy

* Ability to coordinate multiple projects, instruct and guide team, and negotiate contracts

* Good business acumen, thorough in delivery of services, client-oriented and results-oriented

* Ability to foster teamwork, empower others, provide motivational support, and promote a collaborative, cohesive team environment

**Certification Requirements**

* One or more professional-level certifications, or equivalent as determined by JDL Technologies Management

**Education**

* Bachelors degree preferred in Computer Science or related field

**Additional Requirements**

* Five or more years experience managing a large team of resources in a service desk, contact center or call center environment

* Good analytical, client-relations, oral and written communications skills

* Ability to work independently, and interface professionally with staff and Clients

* Must pass background check required to obtain security clearance level established for K-12 education environment access

* Valid driver license

* Flexibility to provide remote management to all shifts as needed

**Environmental Job Requirements Category:** **E1**

**ADA Category:** **1**

**Skills**

**Required**

**TECHNOLOGY- CLOUD APPLICATIONS** *Intermediate* **MICROSOFT OFFICE** *Advanced* **TECHNOLOGY-BASIC COMPUTER SKILLS** *Advanced* **PEOPLE MANAGEMENT SKILLS** *Advanced* **LEADERSHIP SKILLS** *Intermediate* **Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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