Information Technology Service Desk Manager

We're looking for an experienced leader to join us in continuing to build our services in a fast-paced environment. If you are team-oriented, a visionary, and excited to usher in the new era of technology and services, this is the place for you!

Title: IT Service Delivery Manager

Location: San Antonio, TX (Onsite full time)

Duration: Open ended/ No end date

Shift: -M-F 8 AM-5 PM Central

Job Duties -

• Ensure the effective delivery of solution-based services, which are assigned to them:

• Performs Business Management role for specific engagement

• Manages client’s expectations

• Regularly participates and assist in the preparation for formal Quality review meeting with client (monthly)

• Provides information relevant to – Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Delivery Director

• Manages service projects and implementations as requested

• Performs standard timesheet review and processing

• Identify and escalate to the Delivery Director, future business opportunities, within existing engagements

• Discusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issues

• Full understanding of all Service Level Agreement/Objectives defined within the SOW, resolves issues if found, and escalates priority issues

• Reviews significant deliverable, which are linked to contractual liabilities and/or likely to have an impact on client perceptions, or services

• Responsible for keeping costs within outlined budget, identify areas for greater efficiencies

• Responsible for managing non billable OT and Cost of Service Desk. Required frequency may vary weekly, monthly, quarterly, etc. Identify any report any influx of possible decrease or increase in cost or revenue.

• Evaluate departmental procedures with regards to customer service and productivity issues

• Take appropriate action to identify deficiencies and make recommendations for improvement so that department standards and objectives are achieved. Ensure that these initiatives are carried out by all staff

• Develop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is delivered

• Utilization of appropriate interpersonal styles and methods in guiding staff members toward the appropriate engagement goals and objectives.

• Counsel employees on company policy and procedures and take corrective actions, including imposing discipline when appropriate

• Conduct new employee site orientation and participate in ongoing training of employees.

• Interview, evaluate and make employment recommendations on the hiring of site employees as per company guidelines.

• Recommend final decisions regarding discipline and termination of all engagement staff assigned

• Escalates personnel conflicts to HR and Delivery Director

• Other duties as assigned

Job Requirements

• BS/BA degree

• 5+ years of previous Help Desk/Service Desk management

• ITIL or Six Sigma Experience/Certifications

• HDI Best Practices