Job Description

The end user helpdesk Service Delivery Manager oversees the delivery of IT helpdesk services, ensuring they meet the business's needs and adhere to service level agreements (SLAs).
This role involves managing teams, coordinating projects, and working with various stakeholders to improve service delivery and operational efficiency.

Your role:

• Manage and lead a team of service desk and deskside support engineer responsible for IT support services.
• Develop and implement service delivery strategies that align with organizational goals.
• Ensure that all infrastructure services are delivered in accordance with SLAs and best practices.
• Monitor service performance and prepare reports for management.
• Coordinate with other IT departments to ensure seamless service integration.
• Identify areas for improvement in service delivery processes and implement solutions.
• Maintain relationships with vendors and service providers.
• Oversee incident management and ensure timely resolution of issues.
• Conduct regular reviews of service delivery and implement improvements as necessary.
• Ensure compliance with relevant policies, standards, and regulations.

How to be succeed:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, PMP, or similar) are a plus.
• 5+ years of experience in IT service delivery or end user support management.
• Strong understanding of IT support services (e.g. deskside device support, meeting room support, VIP support, etc)
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Detail-oriented and proactive.
• Adaptable to changing business needs and priorities.
• Strong customer service orientation.