Service Delivery Manager
SNI Technology is seeking a highly motivated and skilled Service Delivery Manager to join our team. In this role, you will play a crucial role in managing our help desk operations, leading project initiatives, and ensuring the efficient delivery of services to meet our clients' goals.
Responsibilities:
- Oversee help desk operations, ensuring timely resolution of client issues in line with SLAs.
- Lead and manage project initiatives to meet client goals and expectations.
- Develop and implement processes to enhance efficiency and service quality.
- Monitor and maintain client satisfaction through regular communication and follow-up.
- Foster a collaborative team environment, promoting professional growth and development.
- Analyze and solve complex technical issues, providing guidance and support to team members.
- Ensure compliance with government contract requirements and standards.
- Maintain excellent documentation of all support and project activities.
- Ensure all tickets are resolved efficiently and within established SLAs.
Qualifications:
- 10+ years of experience in IT, with project management experience, preferably in an MSP environment.
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Experience with Azure, AWS, or other cloud platforms, deploying and managing IT policies.
- Familiarity with Virtual Desktop Infrastructure (VDI), Understanding of VMware Horizon and Zimbra Collaboration is a plus.
- Excellent problem-solving, critical thinking, communication, and interpersonal skills.
- Experience with government contracts is highly desirable.
- Proven track record of maintaining high standards of documentation and meeting SLAs.
Benefits:
- Comprehensive health insurance.
- Egalitarian environment where your voice will be heard.
- Matching 401(k) plan.
- Flexible work schedule to promote work-life balance.
- Opportunities for professional development and career advancement.
