Service Delivery Manager
- $100,000 - $140,000
- Brea, CA
Manage the IT service desk team members and evaluate performance. Full Time Employment Hybrid work from home environment in Brea, CA
A bit about us:
Our client is the parent company of market-leading operating businesses that provide a full spectrum of best-in-class service experiences and solutions to the retail, commercial, and industrial refrigeration and HVAC industries.
The client corporate brand was developed to unite a growing family of refrigeration & HVAC operating brands into one family while providing strategic guidance and leadership, ensuring that collectively, the operating brands are providing great value and a best-in-class experience to each of their customers.
The client corporate brand was developed to unite a growing family of refrigeration & HVAC operating brands into one family while providing strategic guidance and leadership, ensuring that collectively, the operating brands are providing great value and a best-in-class experience to each of their customers.
Why join us?
Great company and availability to advance within your IT career. Medium size team (10+ members) great collaborative environment, Hybrid work from home model, 3 days week remote
Job Details
Primary Responsibilities
- Manage the IT service desk team members and evaluate performance against established expectations
- Ensure customer service requests (tickets) are handled timely and completely
- Provide support services to local and remote employees solving issues related to desktop/laptop/mobile, software, hardware and network services.
- Prioritizes projects and operations tasks effectively to deliver within defined SLA
- Manage Install, configure and troubleshoot hardware including laptops, workstations, printers, phones, video conference units and mobile devices.
- Respond promptly to escalations for technical assistance via phone, email and in person as needed.
- Provides support and communicates appropriately across multiple levels of the organization.
- Provide input and help to maintain standard operating procedures, best practices and customer service guidelines relating to client services and support.
- Maintain effective partnerships across the organization, and be able to influence management, peers and project staff through an inclusive style, leadership ability.
- Set high customer service standards and hold technicians accountable to those standards.
- Contribute to improving customer support by involving yourself in situations that fall below these standards
- Establish best practices throughout the entire technical support process
- Develop daily, weekly and monthly reports (from our systems) to steer productivity and provide results on the productivity of help desk technicians to the management team.