Description:

　　The Service Delivery Manager is responsible for managing the Service Desk team as well as an escalation point for issue they are not able to resolve. The Service Desk is responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, and self-service requests. They answer questions on basic technical issues and offer advice to solve them. They provide a high level of service to end users requesting support or reporting trouble tickets. Troubleshoot technical issues in: Windows, M365/Outlook, and other common computing technologies. The Help Desk Support Technician will be responsible for all technology related issues that employees might have including internal business applications, e-mail, printers, as well as network and systems troubleshooting. Service Delivery Manager - Responsibilities: - 4+ Years of Team Lead/Management/MSP experience Required - Oversees and manages the Service Desk / Help Desk team. - Assists in identifying trends in support requests and recommends opportunities for service improvements. - Subject matter expert in the use of the MSP tools. - Effectively leads and manages staff by communicating clearly - Helps schedule, organize, and assign tasks to members of the technical teams. - Along with other department heads, helps hire and train organization staff. - Conducts performance evaluations that are timely and constructive for direct reports. - Handles discipline and termination of employees as needed per company policy. - Measures utilization across the service team. - Possess business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. - Works closely with the sales team to communicate and resolve significant or re-occurring service issues - Identifies opportunities for service delivery improvement and effectively implements changes - Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry - Assist with administering the remote monitoring and management system to ensure consistency and accurate reporting of client devices Help Desk Team - Responsibilities: - Basic solution implementation and support: VPN, Active Directory, Microsoft 365, AzureAD - Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Use software and hardware pertinent to the detection and resolution of desktop computers and network problems. - Knowledge of Windows 10 - installing and troubleshooting - Installing, configuring, and troubleshooting desktop hardware and peripherals - Microsoft 365 Basic Administration - Active Directory Basic Administration

　　Skills:

　　Windows, Infrastructure, Systems engineering, server engineering, vmware

　　Top Skills Details:

　　Windows,Infrastructure,Systems engineering,server engineering,vmware

　　Additional Skills & Qualifications:

　　With this role being technical AND management, this is what QL views as the MOST important skills in the role: • Critical thinking – process/procedures, assess/handle all types of scenarios and help deliver solutions • Accountability – must be able to hold people to a high standard (response times, team expectations, do your jobs, etc.) • Communication – clear and concise messaging, transparency • Leadership – MSP experienced, be able to lead and guide, challenge team in a positive way, let team be able to learn and grow, help align skill set and career paths • Confidence – not cocky but someone that can demand respect by how they conduct themselves and through their knowledge. • Time Management – in the MSP environment, a sense of urgency is very important and they need to be able to create structure for the team and themselves. Extremely important that this individual has the necessary communication and customer service, in addition to the technical requirements. This role will be the face of QL to their customers, so it is critical they can deliver the best experience possible. This team does get a lot of project type work, considering they are an MSP and need to support various technical environments based on their customers' needs.

　　Experience Level:

　　Intermediate Level

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.