Service Delivery Manager

MUST WORK FROM OFFICE 2X PER WEEKAbout UsThrive 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 work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVEPosition OverviewAs a Service Delivery Manager, the ideal candidate will be responsible for leading our technical support teams in providing excellent customer service and resolving all technical issues. This person should have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.Primary ResponsibilitiesMotivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer serviceManage Thrive's regional managed services team from a customer service, technical and career development perspectiveEnsure managed services team is working toward departmental goals in the most efficient and effective mannerEnsure managed services team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processesConduct annual performance reviews for all managed services direct reportsUphold procedural requirements related but not limited to: prioritization, communication, documentation, escalationsContinually follow best practices through the entire technical support processFollow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and managementEscalation point for managed services, customer service and technical issuesAbility to adjust priorities and balance responsibilities in a fast-paced environmentAvailable to work outside of standard hours when necessary or as part of on call rotation if applicableOther duties as requiredQualificationsBachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience3-5 years of managerial experience; call center or managed services experience preferredTechnical subject matter expert on MSP products as they relate to Thrive's service catalogExperience managing complex projects, clients, partners, and organizationsITIL certification and practice preferredProven experience managing remote resources and large teamsStrong written and verbal communication skillsShareApply for this positionRequired*" >Apply with IndeedApply withFirst Name*Last Name*Email Address*Phone*AddressResume*We've received your resume. Click here to update it.Attach resume or Paste resumeAttach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resumePaste your resume here or Attach resume fileAre you willing to work Monday to Friday 8 to 5 PM EST?*-- No answer --YesNoHave you managed 5+ IT support folks?*-- No answer --YesNoAre you based in USA?*YesNoDo you have a valid work permit to work in USA*YesNoHuman Check*Submit Application