IT Service Delivery Manager

SNI Technology’s client located in Colorado Springs, CO, is seeking to hire a talented IT Service Delivery Manager for an exciting, full-time, 4-month contract-to-hire position. Please note this is a fully onsite position and work from home/remote work options will not be provided.

General Purpose
As a key member of the leadership team, the Service Delivery Manager oversees operational activities, implements company strategies, orchestrates the major functions of the operation, and drives results. The Service Delivery Manager is responsible for hiring, directing work, training, and leading technicians to ensure the highest level of individual and group performance. The Service Delivery Manager leads daily operations, identifies potential problems, finds innovative solutions and continuous improvement opportunities, and drives profitability.

Essential Duties and Responsibilities:

• Effectively develop, support, train, lead and guide work for the Service Desk, Proactive and Project Technicians and Engineers.
• Interview, evaluate, and hire technicians and engineers.
• Identify and remove obstacles and barriers that hinder technician and engineer work.
• Observe technician and engineer performance. Provide regular coaching and counseling, quarterly check ins and complete annual performance evaluations.
• Lead daily operations and drive results by identifying potential problems and finding innovative solutions and continuous improvement opportunities to drive operational efficiencies and the company reaching its goals.
• Complete quality control checks for tickets, tasks and projects and lead the implementation of improvements as needed.
• Develop, document, and consistently audit policies, processes and procedures for service desk and project operations.
• Responsible for maintaining documentation on best practices for correcting technical issues.
• Develop and monitor scorecards that measure operational and financial performance and productivity.
• Adjust processes and workflow as needed to improve operational and financial performance.
• Ensure all tickets and tasks are resolved in a timely manner, managing escalations as needed to meet SLAs.
• Market the Service Desk as the face of the company and single/primary POC for clients and ensure processes are aligned to support this workflow.
• Responsible for developing and sending written internal communications as well as external communications to clients.
• Provide technical assistance and basic training to client system users.
• Perform companywide leadership functions.
• Proactively seek out customer feedback and insights and lead implementing improvements.
• Track, manage and assess operational expenses and make operational changes to create positive financial improvements.
• Assess staffing levels to workload, create team schedules and ensure adequate staffing levels and shift coverage.
• Facilitate key client and internal meetings.
• Drive company owned vehicle when conducting company business.
• Perform all other duties as assigned.

Job Qualifications
Knowledge, Skills, and Abilities:

• Model company values.
• Ability to foresee potential problems and find innovative solutions to assist staff in achieving their goals.
• Ability to inspire and motivate team members, build a cohesive team, manage people effectively and cultivate team building among team members.
• Exceptional conflict management resolution skills.
• Exceptional critical thinking and problem-solving skills.
• Knowledge and understanding of the best practices for service delivery management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability to organize and manage time effectively while setting the tone of the team through modeling and leadership.
• Technical background with excellent analytical, troubleshooting, problem solving and documentation skills.
• Excellent interpersonal and customer service skills.
• Strong ability to embrace and gain competence in new technologies.
• Excellent communication (written and verbal), typing, and presentation skills.
• Ability to build strong working relationships, internal and external to the organization.
• Acumen to see, lead and manage the operations congruently with company objectives and initiatives.
• Ability to apply common sense understanding to carry out instructions furnished in written or oral form. 
• Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position.
• Knowledge and understanding of all relevant industry standards and compliance frameworks to include HIPAA, CIS and CMMC.
• Ability to work under pressure while prioritizing and effectively executing numerous high priority tasks and projects simultaneously.
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization.
• Knowledge of AutoTask ticketing system preferred.

Education or Formal Training

• Bachelor’s degree in computer science or related field, or equivalent combination of related education and experience
• ITIL Foundations Certification preferred
• A+ Technology Certification preferred
• Server+ and Network+ certifications or equivalent combination of related training and experience preferred
• Other relevant certifications are an advantage

Experience Required:

• 8 years of experience managing operations, being responsible for operational and financial performance.
• 8 years of experience leading, managing and hold staff accountable.
• 5 years of IT experience or equivalent combination of education and experience.
• 5 years of experience interacting with executive level leadership.
• 8 years proven experience monitoring performance measurement.
• Technical experience working with and conducting intermediate troubleshooting with the following tools:
  • Operating Systems & Virtualization
    • Proficiency in Microsoft Windows and Apple macOS operating systems
    • Experience with servers running various Windows OS versions (standalone and virtualized)
    • Knowledge of Private and Public VM cloud environments
    • Virtual Desktop Infrastructure (VDI) experience
  • Cloud Platforms & Productivity Suites

• Microsoft 365 administration and support
• Google Workspace
• Microsoft Azure and related services
• Active Directory, Entra ID (Azure AD), and Group Policy management
  • Networking & Infrastructure

• Configuration and troubleshooting of firewalls, switches, routers, and wireless access points
• Network troubleshooting, optimization, and mapping
• WAN technologies and VPN configuration
• Printer networking and support
• Server file shares and permissions
• Internet filtering solutions and cloud-based email/spam filters
• VoIP and PBX systems
• Video surveillance infrastructure
  • Security & System Management

• Internet security and data privacy best practices
• Cybersecurity tools and strategies
• Mobile Device Management (MDM) solutions
• Automated system updates, system management, imaging, and remote support
• User-level and server backups
  • Applications & Specialized Tools
• Experience with QuickBooks, Sage, or similar financial applications
• Familiarity with backup and disaster recovery solutions

• Must have a valid Colorado Driver’s License with a clean driving record and background check (required)

Compensation Range
The compensation for this position is in the range of $48 to $56 per hour during the 4-month contract duration of the assignment with a starting annual salary range of $100K to $115K upon converting to permanent. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience – please talk with your recruiter to learn more.