Service Delivery Lead

The Service Delivery Lead oversees and performs several key IT functions and operations to enable delivery of excellent service to clients. The Service Delivery Lead is occasionally engaged on internal projects, but external, client-facing stakeholders are the top priority. The Service Delivery Lead reports directly to the General Manager and provides company-wide direction in all areas pertaining to delivery of IT, Audio Visual, and Installation services. Employee’s duties and responsibilities will include, without limitation, overseeing and participating in the following:

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Essential Functions

  • Participate in the design, development, and maintenance of technology, systems, programs, software, and other technical solutions to meet clients’ needs.
  • Lead the dispatch operations for Managed Services, ensuring that customer requests are handled in accordance with service level obligations.
  • Mentor and develop the technical staff through personal behaviors.
  • Assist the General Manager and other senior staff with the design and development of technical service offerings to support strategic initiatives. Assist with the management of in-place offerings and make recommendations for improvements.
  • Function as a liaison between client stakeholders and internal technical teams for the sake of product management, development, sales and support for technical solutions.
  • Work extensively with vendors and partners to ensure continued service delivery excellence when third parties must be engaged, or technical support requests escalated.
  • Perform site surveys and analysis to develop requirements documentation that meet customer needs.
  • Prepare cost estimates by studying blueprints, plans, and related customer documents; consulting with engineers, architects, and other professional and technical personnel including other vendors.
  • Gain customer acceptance by explaining or demonstrating cost reductions and operations improvements.
  • Function as the technical project manager and collaborate with functional project managers to develop project plans, status communications and management of technology projects.
  • Provide technical assistance to clients and their end users seeking software and hardware support.
  • Perform or oversee regular on- and off-site system maintenance and fulfill service agreements for clients. Then report on these activities to internal management and/or client stakeholders. This may include: Server updates or patching, Application patching, Desktop updates or patching and other hardware firmware updates
  • Installing or updating endpoint protection
  • Respond to support tickets for on- and off-site support including emergency support as well as scheduled and on-call nights and weekends. As needed, provide “on-call engage” support to junior technical staff during unscheduled on-call nights and weekends.
  • Update tickets with reliable, detailed case notes, and communicate with management and/or clients to ensure client satisfaction. Log all billable and non-billable (logged) time in the company ticketing system.
  • Oversee the ticketing of all other staff members working in support of Managed Services, and ensure accurate details are entered by other staff members in a timely manner.
  • Provide monthly technical activity and status reports to the General Manager for invoicing purposes. Assist with other minor financial responsibilities as requested.
  • Publish the weekly technical schedule, company-wide, with details on IT coverage, installations, event services, and any other client-facing activities. Work with all staff to ensure that all customer obligations are met on a weekly basis. Approve schedule requests, including PTO requests.

Knowledge, Skills, and Abilities Requirements

  • Technical aptitude and the desire to learn new technologies
  • Demonstrated experience providing technical support/ assistance to end users.
  • Working knowledge of office equipment, including computers, phone systems, and printers
  • Excellent customer service skills
  • Excellent time management and organizational skills, with the ability to prioritize tasks and work independently with minimum direction
  • Proficiency in daily use of Microsoft Office software (Outlook, Excel, Word, Teams) for sending and receiving email, posting information to databases or spreadsheets, and performing basic data entry
  • Strong interpersonal and communication skills, and the ability to work effectively with a wide range of constituencies in a diverse community
  • Ability to understand written and verbal communications, including the ability to read, comprehend, follow, and enforce safety procedures
  • Attention to detail and problem-solving skills
  • Ability to operate a vehicle in a safe manner

Physical and Mental Requirements

  • Ability to sit, stand, walk, talk, hear, climb, balance, stoop, kneel, crouch, crawl, reach, push, pull, lift, use fingers, grasp, feel, shovel, and perform repetitive motions with hands and/or wrists
  • Ability to exert up to 25 pounds of force occasionally, and/or up to 10 pounds of force to regularly move objects
  • Minimum mental and visual attention required for performing highly routine, simple work such as cleaning, using hand-held tools, and operating simple controls

Special Requirements

  • Regular, physical, on-site attendance is required

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