IT Service Delivery Teams Manager

Columbia, SC

We are currently seeking an IT Service Delivery Teams Manager to lead the activities and responsibilities of our four service delivery teams located in Columbia, SC (2 teams at this location); Raleigh, NC; and Decatur, GA. You will oversee and provide technical assistance to the service managers, ensuring service and support (1st – 4th tier) is provided to customers at, or above, agreed levels/SLAs. The Service Delivery Teams are made up of four service managers who oversee a total of 30+ awesome engineers that provide support to technical issues and small projects across a wide scope of customers. The customers vary between an extensive array of technical environments and within our secure hosted cloud environment.  This role is open due to the current manager transferring to another role within VC3.

This position requires a passion for:

  • Leading and mentoring high performance teams
  • Outstanding customer service
  • Ongoing process improvement

 Here’s what you will be responsible for:

  • Ensuring customer satisfaction of all support requests
    Ensure the service managers are performing daily activities and management of their ticket queues, as well as the dispatch process of service requests
  • Interfacing with appropriate personnel for customer escalations
  • Managing team performance based on key performance indicators
  • Driving problem investigations and resolutions, including root cause analysis
  • Setting service delivery process standards; including making improvements and overseeing execution
  • Developing and mentoring service managers, including quarterly one-on-ones and involvement in personnel decisions across all service delivery teams
  • Foster a positive and collaborative environment among teams, including team outings

Here’s the experience we would like for you to have:

  • Degree in a computer-related field, or a business degree and experience working with a technical services organization.
  • Experience in cross-functional management methods and techniques
  • Knowledge of IT applications, processes, software, and equipment
  • Strategic planning skills with an ability to think ahead and plan over a 6-12-month time span
  • Skills in leading people and getting results with a strong customer focus
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Understanding of support tools, techniques, and how technology is used to provide IT services

 It would also be great if you had experience with any of these…but if not, we will teach you:

  • Managed service provider (MSP) environment
  • Familiarity with municipal IT environments; 80% of our customer-base is municipal
  • ConnectWise Manage
  • ConnectWise Automation / Labtech

Here is some more info to know:

  • Travel Requirements:  Travel to all team locations is required on a regular basis
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
  • VC3 offers a great benefits package