Network Service Delivery Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

About the role

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 SDMs and support leadership, and measure performance with KPIs and Metrics to achieve desired outcomes.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• 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) is a big plus.

Preferred Certifications

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

Benefits

• Full Benefits (Medical, Dental, Vision)
• 401K match
• 28 PTO Days including company holidays

Pay

Pay Range: $90,000—$94,500 USD

Schedule

• Full-time position working 40 hours per week.
• Overtime hours may be required.
• On-Call work is required for escalation on an occasional rotation.
• May be required to work flexible schedules, e.g., nights and/or weekends.

Travel

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

Physical Demands

• Must be able to manage multiple priorities.
• May sit for extended periods of time.

Language Skills

English