Supervisor, Service Delivery - IT Operations

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.

• 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

• 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