Supervisor, Service Delivery

Job Summary

Supervisor, Service Delivery – Responsible for delivering IT services to end users within the assigned geographical zone, meeting service level targets for incident resolution and request fulfillment. Combines deep technical expertise with leadership responsibilities to ensure high‑quality support and consistent service delivery.

• Manage the complete lifecycle of incidents and service requests, including impact assessment, accurate description, assignment, resolution code, and user verification before closure.
• Resolve incidents and fulfill service requests via the service desk system (phone, e‑mail, walk‑up, self‑service portal) while meeting service level targets and delivering excellent customer service.
• Provision and maintain end‑user computing equipment—desktop/laptop hardware, software, mobile devices, and peripherals—following IT operations policy.
• Assist in training users on desktop productivity software and other applications.
• Escalate incidents to appropriate IT operations resources per established procedures.
• Monitor open tickets for accuracy, urgency, and resolution within Service Level Agreements.
• Set up, support, and verify multi‑media functionality for conference calls and auditorium presentations.
• Provide Level 1 and 2 support for LAN and telecommunication devices.
• Communicate status updates on incidents, requests, and projects to IT operations management.
• Create and maintain a document repository of fixes, installation procedures, technical tips, and other office technology processes.
• Research and assist with implementation of new technologies.
• Track and manage IT assets (logical and physical).
• Maintain inventory and order end‑user hardware, software, services, and peripherals per purchasing policies.
• Assign daily tasks and monitor workload distribution among Technical Support Specialists.
• Conduct regular one‑on‑one check‑ins and team huddles to review priorities and performance.
• Provide constructive feedback, coaching, and participate in performance reviews and development plans.
• Organize onboarding sessions for new hires and develop training materials.
• Act as the primary escalation point for complex technical issues; ensure timely resolution and communicate status updates to stakeholders.
• Review service delivery metrics and lead initiatives to enhance efficiency and customer satisfaction.
• Ensure adherence to IT security and compliance standards; maintain accurate documentation of procedures and knowledge base articles.
• Support recruitment efforts by participating in interviews and selection of new TSS personnel.

• 5–7 years of experience in a related position within a corporate environment.
• Experience with Desktop, LAN, telecommunications devices, and mobile devices.
• Experience supporting executives and/or working in a professional environment.
• Certifications:
  
  Microsoft, A+, Cisco (or equivalents).
• Working knowledge of ITIL.
• Strong expertise with current Windows‑based desktops, hardware, software, networking, and peripherals.
• Proficiency with desktop toolset (e.g., LANDesk, Quest‑ARS, Service Desk).
• Excellent end‑user troubleshooting and diagnostic skills.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Highly self‑motivated, self‑directed, with strong initiative and attention to detail.
• Flexibility and adaptability to changing business and IT requirements.
• Understanding of I4.0 concepts and related hardware/software needs.
• Bachelor’s degree in IT or a business‑related field, or equivalent work experience or self‑study.
• Travel up to 25%.

• Generous and flexible paid time off, including personal, caregiver, parental, and volunteer leave.
• Competitive health insurance plans and 401(k) match, with benefits starting day one.
• Competitive and performance‑based compensation packages and bonus plans.
• Educational assistance, leadership development programs, and recognition programs.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.