IT Service Delivery Manager

About the role

Works with team members including IT Technicians, Network Administrators, as well as external vendors and/or service providers. Provides day to day operational oversight, information dissemination, question and issue resolution. Supports the day-to-day and long-term support of technology usage and integration of technology within the district.

Responsibilities

• Manages resources and engages with staff in a way that supports high performance
• Provides technical direction to the Field Technicians and Help Desk personnel assisting in problem resolution
• Serves as the point of escalation for challenging and unresolved problems and or incidents
• Promotes a culture of continuous improvement and customer service excellence
• Establishes processes and procedures designed to ensure consistent quality service performance and customer satisfaction
• Provides an effective level of management in communicating processes to customers and supports them in the effective delivery of instruction
• Ensures IT operating systems, hardware and software comply with life cycle replacement schedules
• Ensures compliance with software licensing agreements by maintaining an accurate and up-to-date tracking of software purchases, license keys and installations
• Installs and tests software as needed and assists in the training associated with the software
• Works on all technology equipment in the district (computers, Chromebooks, interactive displays, projectors, etc.)
• Assists with software applications (troubleshooting, website access, software access) to resolve problems
• Provides technical help in person and over the phone
• Creates documentation of processes, issues and resolution
• Accountable for metric/performance reporting
• Recruits, develops and retains Help Desk and Technician staff
• Manages and completes projects assigned
• Performs other duties as assigned

Physical requirements

• Sitting, standing, lifting and carrying (up to 50 pounds), reaching, squatting, climbing stairs, kneeling, moving equipment/boxes up to 50 pounds
• Ability to sit for extended periods of time
• Good attendance and punctuality are required

Work environment

• Ability to work within various degrees of noise and temperatures
• Flexibility and patience are required
• Fast paced environment with constant contact with staff
• Must be self motivated and able to complete work without direct supervision

Minimum requirements

• Five (5) years of experience in a technology environment required
• Experience with IT operations, service desk, deskside, IT asset management and workstation management environments required
• Experience analyzing and prioritizing technology related work
• Experience with troubleshooting IT related issues and critical thinking

Desired qualifications

• Experience communicating effectively and has outstanding interpersonal skills
• Detail oriented with the ability to manage multiple issues simultaneously, with exceptional follow through
• Experience with presenting and training staff and customers
• Ability to learn new technologies, tools and equipment quickly

Minimum Salary: $74,915.75 (additional salary potential based on experience & education)