Service Delivery Supervisor

3 weeks ago

Cebu City, Central Visayas, Philippines Tahche Careers 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 client's 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.

DUTIES AND 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
  • All milestones of the apprentice program are met in a timely manner to include:
    • Verifying competencies
    • Technical certifications
    • 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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