No C2C or 3rd Party Candidates will be considered

Direct Hire position that sits in San Diego

Hybrid 4 days a week on-site and 1 day a week remote. The remote day would need to be a Tuesday, Wednesday, or Thursday and must be approved by management. Hybrid remote access would be activated after successfully completing 90 days fully on-site.

Target Salary is $125k-$153k

Direct Reports: 3 direct reports and will oversee a team of about 10

The Service Delivery Manager is responsible for maintaining strong customer relationships and improving our services to maintain high customer satisfaction. The Service Delivery Manager will perform both technical tasks, such as troubleshooting technical issues, and administrative tasks, such as managing team performance and maintaining service levels. This position will oversee projects, fix reliability issues, track service metrics, manage budgets, lead and mentor the service desk team, device provisioning, and patch management

Essential Duties and Responsibilities

• Directly manage a team of Service Desk Supervisors. Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; as well as administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively
• Administer internal IT and end user knowledge base content, run books and self-service tools
• Deliver assigned IT service desk projects and solutions on time, on budget with a key focus toward service and compliance
• Proactively monitor, manage and prioritize both incident and service requests and call queues to meet SLAs, while ensuring equitable and efficient team workloads to support business goals
• Actively and directly manage the IT service delivery function on a day-to-day basis including software licensing, hardware and software asset management, asset/access provisioning
• Directly responsible for the continuous improvement of service desk tools, processes, and policies
• Supervise and develop assigned staff, participating and making recommendations for hiring, training, mentoring and reviews/promotion. Mentor, train and lead a highly energized and efficient team

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.