Supervisor, Service Delivery - IT Operations

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members. 

Primary Responsibilities

• Ensure team is working toward departmental goals in the most efficient and effective manner including: 

• Dashboard Management for all PODs 

• Assist with scheduling coverage 

• Join all day huddle with PODs 

• Train on specific clients and groups of engineers focused on various industries 

• Triage cases 

• Guide team members on Pager Duty usage 

• Contribute to POD Manager Escalation numbers 

• Participate in handoff meetings with each shift 

• Manage POD Teams Channel’s for interdepartmental communications and escalations

• Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards 

• Provide a weekend Summary email to leadership 

• Work with team to create knowledge base articles for working with clients and handling various situations 

• Contribute regular competency reviews for all team members

• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations 

• Continually follow best practices through the entire training and technical support process 

• Ability to adjust priorities and balance responsibilities in a fast-paced environment 

• Available to work outside of standard hours when necessary or as part of on call rotation if applicable 

• Other duties as required 

Requirements

Qualifications

• Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience 

• 1-3 years of managerial experience; call center or managed services experience preferred 

• Technical subject matter expert on MSP products as they relate to Thrive’s service catalog 

• Experience managing complex projects, clients, partners, and organizations 

• ITIL certification and practice preferred 

• Proven experience managing remote resources

• Strong written and verbal communication skills