Service Delivery Owner

About the role

The Tech department at CAA is an ever-changing, very dynamic environment. We pride ourselves on being at the forefront of technology in every aspect. We are looking for an individual with strong communication skills and a strong technical background.

Responsibilities

• Oversee all processes related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, coordination, and supervision of all service delivery functions related to those requests specific to your assigned Departments – 20%
• Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied – 20%
• Partner with senior technical resources within CAAtech for problem resolution and new feature creation – 20%
• Prioritize and assign tickets to junior staff based on severity and urgency, utilizing knowledge and insight into the business priorities of the assigned Department – 10%
• Provide 3rd line support for junior staff to manage the incident management response – 10%
• Determine and execute the appropriate strategy to keep assigned Departments informed of service performance issues and significant issues – 10%
• Partner with the Information Risk Management team to identify and address cyber security incidents in real time and implement preventive measure and process improvements – 5%
• Provide a concierge level of hands-on support to C-Suite and Department Heads – 5%

Requirements

• 3+ years leading projects and/or leading others through influence
• 5+ years service delivery experience
• Strong written and verbal communication skills and a strong customer service mindset
• Great team player, fast learner, and self-starter
• Ability to work well under pressure and prioritize multiple tasks
• Experience operating with a high level of autonomy and the ability to meet deadline through others
• Work effectively with both team and/or work group including those outside the formal span of control to resolve issues and fulfill end-user requests
• Advance proficiency with Windows 10 & 11 and MacOS
• Expertise in troubleshooting issues with iOS devices, Conference Systems, Lenovo laptops and HP printers
• Experience with ticketing systems and remote support tools
• Aptitude for problem-solving and critical thinking
• Customer service orientation. Building strong relationships with key stakeholders
• Ability to train and mentor lower-level support staff
• Knowledge and experience in M365, Microsoft Exchange and Azure AD
• Experience in supporting IP based phone systems (Cisco)
• Knowledge and experience with JAMF for Mac administration, imaging, deployment

Preferred Qualifications

• A+, Network+, and/or Microsoft Product related Certifications preferred
• ITIL Foundation, Microsoft or other IT certifications preferred