Service Delivery Manager at CereCore Brunswick, GA

Service Delivery Manager job nswick, GA.

Location: Brunswick, GA

Duration: 6–12 months Temp to Perm

• Supervise Help Desk Computer Operators, PC Technicians, and Telecom staff.
• Manage the day-to-day activities of IT service management, incident, problem management teams, including Telecommunications, help desk, and technical delivery teams.
• Lead and own the mission, vision, values & outcomes of IT service delivery, partnering with leaders and internal subject matter experts.
• Formulate, publish, and enforce IT service delivery policies aligned with business objectives.
• Define, maintain, and report on service level agreement (SLA) compliance and service metrics.
• Ensure IT services align with the needs of end users.
• Coordinate and maintain the knowledge base.
• Track and analyze trends in call centers, service desk requests, and incidents; collaborate with departments to resolve problems and identify root causes.
• Develop and implement training programs to enhance IT support effectiveness.
• Monitor department statistics to ensure SLA adherence.
• Assist in project design and scope creation for Service Desk adoption.
• Maintain call center operations and reporting systems.

Qualifications:

Education:

• Associate’s or Bachelor’s Degree in IS, Computer Science, or a related field (or equivalent experience) preferred.

Experience:

• At least 5 years of experience in service desk management, technical support, and escalation management.
• ITIL Certification.
• Basic understanding of enterprise technology, including Windows, operating systems, and hardware; ability to support these tools.
• Ability to obtain necessary computer skills within 90 days for online learning, forms, policies, and benefits enrollment.
• Leadership qualities that inspire team members.
• Detail-oriented with the ability to complete tasks thoroughly.