Service Delivery Supervisor

2 weeks ago

Cebu City, Philippines Tahche Outsourcing Services Inc Full time
Overview

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Service Delivery Supervisor , you will be responsible for leading the clients regional ASE team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. You 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 KPIs 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 ASE team members.

This is a full-time role , on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Responsibilities

  • Motivate and coach individuals to achieve KPI & learning goals to drive excellent and consistent career growth

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

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

  • Conduct 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

  • Work with team members to identify a clear career path with specific goals

  • Ensure all ASE team members meet certification and competency requirements to move their career forward

  • Responsible for the care and feeding of the Apprentices under your leadership to include:

    • The training schedule followed.

    • Work with the SDMs to coordinate mentorships with POD engineers

    • The goal is to ensure the apprentice is ready/eligible for a TSE role at the end of their 12-month apprenticeship program.

  • 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

Qualifications

  • At least 35 years of experience as a Service Desk Supervisor, MSP Manager, or in a similar leadership role

  • Strong technical expertise in MSP products and services

  • Proven ability to manage complex projects, clients, and partner relationships

  • Experience leading remote teams and resources

  • ITIL certification (preferred)

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