New Era Technology offers:

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY: The Service Delivery Manager oversees key functions that enable the delivery of world-class support services to New Era clients. This role involves managing a team of support engineers, ensuring service level targets (SLTs) are met, and collaborating with other support leadership to improve support processes. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to customer satisfaction. The individual will be a champion to the stakeholders, strengthen and build the support delivery organization with the other SDM’s and support leadership, and measure performance with KPIs and Metrics to achieve desired outcomes.

PRIMARY DUTIES include but are not limited to:

• Team Management:
  • Lead and manage a team of Network support engineers, including training, mentoring, and performance
  • Provide guidance and support to the team, fostering a collaborative and high-performance culture.
  • Conduct regular team meetings and one-on-ones to discuss performance, goals, and development.

• Support Delivery:
  • Ensure the timely and effective delivery of Network support services to clients in accordance with SLTs.
  • Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client’s satisfaction.
  • Maintain a high customer satisfaction rating through the delivery of world-class support services.
  • Maintain best practices for support services including Incident, problem, and change Management.

• Client Management:
  • Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met.
  • Participate in escalation process by working collaboratively with the escalation team, participating in the on-call escalation process, and prioritizing work appropriately.
  • Address and resolve client escalations promptly and professionally within SLT.

• Process Improvement:
  • Participate in Support Services process reviews to enhance efficiency and effectiveness.
  • Implement and track key performance indicators (KPIs) to measure and improve service performance.
  • Develop and maintain documentation for processes, policies, and procedures.

• Strong Technical Experience:
  • Provide technical guidance and support to the team, assisting with complex issues when needed.
  • Stay up to date with the latest industry trends and technologies, ensuring the team’s skills and knowledge remains current.
  • Collaborate with other departments to ensure seamless support delivery.

REQUIRED COMPETENCIES:

• Ability to communicate effectively and professionally with any stakeholder.
• Ability to provide clear written communication for ticket/task updates and stakeholder communication.
• Ability to assess and prioritize a high volume of support work.
• Take ownership and accountability for the work assigned to you or your engineering team.
• Dedicated to always providing exceptional customer services.
• Strong broad-based knowledge of hardware, operating systems (client and server), applications/networking products, Networking hardware, connectivity, and SaaS
• Leadership skills with the ability to motivate, collaborate, and build an exceptional support team.
• Flexible and adaptable to change.

DESIRED EXPERIENCE:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role.
• Strong technical background with knowledge of a wide range of IT systems and technologies.
• Excellent leadership and team management skills.
• Exceptional customer service and client management abilities.
• Strong analytical and problem-solving skills.
• Excellent communication and people skills.
• Strong experience using ticketing systems (ConnectWise preferable)
• Experience with Managed Service Providers (MSP) a big plus.

PREFERRED CERTIFICATIONS:

• ITIL certification is a plus.
• Technical certifications are a plus.

EXPECTED HOURS OF WORK:

• Full-time position working 40 hours per week. Overtime hours may be
• On-Call work is required for escalation on an occasional rotation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions.

• Must be able to manage multiple priorities.
• May sit for extended periods of time.
• May be required to work flexible schedules; eg; nights and/or weekends.

TRAVEL: Travel is required, but only occasionally, and is less than 10%.

LANGUAGE SKILLS: English

QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.