IT Service Delivery Manager

Decatur, GA

We are currently seeking a fantastic IT Service Delivery Manager to lead the activities and responsibilities of our Georgia Team, located in Decatur. You will oversee and provide technical assistance to the team and ensure service and support is provided to customers at, or above, agreed levels/SLAs. The Service Delivery Team is made up of 6-10 awesome engineers that provide support and resolution to technical issues and small projects across a wide scope of customers, with an extensive array of technical environments and within our cloud.  Two of the team members are located remotely in Valdosta, GA and Nashville, TN.

This position requires a high level of independence, strong customer service skills and a passion for mentoring others. Organizational skills are important to keep track of all tasks as the job requires a great deal of multi-tasking.  The position is open because our current manager is moving to the coast but interviewing for other roles within VC3.

Here’s what you will be responsible for:

  • Manage the service delivery team’s daily activities and ticket queue, as well as the dispatch process of service requests
  • Interface with appropriate technical personnel for customer escalations
  • Have a strong understanding of the key performance indicators and metrics
  • Contribute to the continuity of services by providing the necessary technical leadership
  • Drive problem investigations and resolution as required by performing root cause analysis
  • Design and maintain process documentation for the service delivery team
  • Responsible for service scheduling, escalations, customer satisfaction and customer environment stability
  • Identify trends and develop strategies to support or resolve these trends
  • Assist in the development and mentoring of engineers from a career development perspective
  • Foster a positive and collaborative environment between teams and within your team…including team outings and morale boosters…. did we mention we have a ping pong table in the office and adult beverages in the fridge???

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

  • Bachelor’s degree in a computer-related field
  • 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 orientation
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organization’s key IT services for which support is being provided
  • 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:

  • ConnectWise
  • Labtech
  • MS SharePoint
  • technology industry knowledge
  • familiar with ITIL practices

Here is some more info to know:

  • Travel Requirements: as needed, must have reliable transportation and valid driver’s license.  Limited overnight travel on a quarterly basis
  • Work Schedule: normally 8am-5pm schedule; limited evening and weekends
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks
  • VC3 offers a great benefits package