Service Delivery Supervisor

4 weeks ago

Las Piñas, National Capital Region, 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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