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    IT Service Delivery Manager - New York, United States - Bowman Williams

    Bowman Williams
    Bowman Williams New York, United States

    3 weeks ago

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    Description
    Location :

    Manhattan, NY /

    Salary :

    $105,000 - $120,000

    IT Service Delivery Manager (MSP)

    IT Service Delivery Manager (MSP) Overview:


    With over 20 years in the Managed Service industry, we have become the "go-to" choice for SMBs in the New York area.

    We are a growing Cloud and Managed Service Provider who has become the poster company for employee-centric driven success.

    We find that much of our success has been built on creating a team of diverse individuals who can prosper in a fast-paced environment and thrive in a transparent community.

    We focus mainly on the finance and legal professionals so we understand and utilize security as the first priority.

    Due to ample growth since the pandemic, we are looking to hire someone to be in charge of the First Response Group, acting as the IT Service Delivery Manager (MSP).

    Our ideal IT Service Delivery Manager (MSP) will have 5+ years' experience of ensuring the proper handling of service delivery and management of day-to-day client issues.

    The IT Service Delivery Manager will serve as the technical and managerial lead presence over the First Response Group and will be working periodically with Project Engineers providing implementation and remediation support.

    The IT Service Delivery Manager (MSP) is the ideal position for someone who is looking to lend a hand in the development of leadership structure and systems of the organization as well as steering the ship of our company.

    Your idea's and opinions will be heard and implemented as part of our ongoing development process.
    IT Service Delivery Manager (MSP) Responsibilities

    :

    Help lead and prioritize the support team's workload
    Act as a resource to the rest of the team for rapid decisions and direction.
    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, SLAs, KPIs. 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
    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.
    IT Service Delivery Manager (MSP)

    Requirements:

    Leadership aptitude and previous experience leading/managing other techs
    Experience handling escalated tickets in an SLA-driven environment
    Experience supporting multiple clients concurrently
    Experience creating and implementing SOPs
    Hosted Exchange & O365 administration
    Familiarity with Routers/Switches/Firewalls (mainly Cisco/SonicWall)
    Strong leadership potential and a desire to develop as a leader.
    Excellent organizational skills, including maintenance and design of policies and procedures including forms, call tickets, and client service records.
    Ability to work independently or as part of a group, including direction and implementation of projects from inception to completion
    IT Service Delivery Manager

    Benefits:

    $105,000 – $120,000
    3 Weeks PTO + Federal holidays off and sick leave
    Step immediately into a leadership role within the company
    Commuter compensations
    FSA Account Options
    *Salary for IT Service Delivery Manager based on experience*Opportunity Location

    Manhattan, NY
    Proposed Salary

    $105,000 - $120,000
    Bowman 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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