IT Service Delivery Manager

Spokane, Washington, United States Tripleview Technologies

Our company provides public sector software solutions in the Pacific Northwest including a full spectrum MSP offering. The IT Service Delivery Manager leads this business unit and the team to provide an exceptional client experience. This requires building, leading & growing the team that includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers, Support Staff along with Contractors and Vendors.

The Manager plays a pivotal role in leading the service delivery and support efforts with profit and loss responsibilities supported by the senior executives. Our aggressive M&A efforts is rapidly expand the business into new regions creating a dynamic and growing opportunity.

Responsibilities & Tasks

Customer Management

• Provide a point of contact for non-technical issues & escalations for our clients
• Liaise with Clients to make sure that they are meeting their expectation and our team and solutions are running smoothly and suitable for their current & future needs
• Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

Development/use of our PSA

• Use our PSA to manage and monitor all Client-facing activity
• Develop and use the platform to introduce new processes when required
• Introduce/Expand automation of business processes where possible
• Reporting of KPIs and other relevant data

Development/use of our RMM

• Review RMM policies to ensure adequate patching & monitoring are implemented
• Schedule and oversee updates and upgrades to RMM

Introduce New Products and Services

• Evaluate and test new services as they become available in conjunction with the technical team before launching to clients
• Manage and oversee rollout of new technologies/services across the customer base
• Evaluate and manage needs on a per customer basis
• Manage retirement of obsolete technologies/services when required
• Analyse business impact when adding or removing technologies
• Advising clients in using technology, especially cloud to meet their business needs

Communication, Reporting & Risk

• Identify, Communicate and Mitigate potential risks to the Company and Clients
• Create and be accountable to regular reporting to the Leadership Team
• Ensure root cause analysis & remediation is continually happening for both technical and business incidents to avoid them happening in the future
• Manage client expectations to ensure that the Team can deliver on what is promised

Teamwork

• Lead, Manage & Mentor the Service Delivery Team. This includes hiring, managing and (hopefully never) terminating team members
  
  Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team
• Identify each team members strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive
• Creating, managing & improving training plans for all team members
• Coordinate, schedule and staff the service team to high utilization
• Support the team and clients with any unusual/high-level issues that arise
• Review and approve timesheets & expense reports
• Ensure standard operating procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our clients

Numbers And Metrics

• Creating, managing & improving both Individual & team KPIs and performance metrics
• Identify & lead initiatives to Improve on all KPIs & performance metrics
• Accountable to KPIs & metrics that will include NPS, team efficiency, agreement gross margins & team engagement as well as intangible metrics that align with things such as our company core values

Skills And Attributes

• Great communications skills, founded in being a good listener
• IT literate Advanced user level, understanding desktops, mobile, virtualization, networking and cloud technologies.
• Management & leadership experience of an IT service team
• The ability to speak both geek and human
• The ability to keep up with & adapt to the fast-paced IT world

Nice To Have

• Experience using a ticketing system / RMM tool and PSA software
• Skills in strategic & resource planning with an ability to think and plan ahead
• Experience handling technical service tickets
• Experience and knowledge of working with the Microsoft SQL Server, Windows, Microsoft 365, Azure Platforms
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client experience certifications such as Helpdesk Habits etc.
• Experience working for a Managed Service Provider (MSP) or IT Support Business.

Through our parent company M&A activities our IT services MSP/ MSSP business is growing opening new markets throughout the country. This position will rapidly evolve into a senior leadership position managing regional teams and growing with us.

As a requirement of the applicant, please complete the assessment linked below when applying. Applicants who have not completed the assessment will not proceed: