Service Delivery Supervisor

5 days ago

Barcelona, Philippines Thrive Full time

Shift - Sat, Sun, Mon 7am - 8pm ET and Tues, 7am - 11am ET

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a hard work, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE


Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.


Primary Responsibilities

  • Ensure team is working toward departmental goals in the most efficient and effective manner including:

  • Dashboard Management for all PODs

  • Assist with scheduling coverage

  • Join all day huddle with PODs

  • Train on specific clients and groups of engineers focused on various industries

  • Triage cases

  • Guide team members on Pager Duty usage

  • Contribute to POD Manager Escalation numbers

  • Participate in handoff meetings with each shift

  • Manage POD Teams Channel’s for interdepartmental communications and escalations

  • Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards

  • Provide a weekend Summary email to leadership

  • Work with team to create knowledge base articles for working with clients and handling various situations

  • Contribute regular competency reviews for all team members

  • Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations

  • Continually follow best practices through the entire training and technical support process

  • Ability to adjust priorities and balance responsibilities in a fast-paced environment

  • Available to work outside of standard hours when necessary or as part of on call rotation if applicable

  • Other duties as required

Qualifications

  • Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience

  • 1-3 years of managerial experience; call center or managed services experience preferred

  • Technical subject matter expert on MSP products as they relate to Thrive’s service catalog

  • Experience managing complex projects, clients, partners, and organizations

  • ITIL certification and practice preferred

  • Proven experience managing remote resources

  • Strong written and verbal communication skills

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