Requirements and ResponsibilitiesThe Service Delivery Manager will manage a team of support personnel who troubleshoots and resolve IT issues. He/she will ensure that the helpdesk staff uses the required tools and software to identify, document, track and resolve reported problems. He/she will plan, prioritize, and schedule help desk activities to ensure maximum issue resolution. He/she will develop and train help desk staff. Additionally, the Service Delivery Manager will analyze ticket activities and develop tools and process improvements to optimize service and staff performance.Main Job Duties and Responsibilities respond to requests for technical assistance in person, via phone, chat or email diagnose and resolve technical hardware and software issues research questions using available information resources act as technical escalation point for helpdesk support develop and enforce ITIL helpdesk procedures manage and maximize helpdesk resource utilization develop and ensure that helpdesk SLA's are met ticket assignment and escalation track and route problems and requests and document resolutions develop and maintain user documentation and knowledge base articles prepare and present monthly help desk KPI's inform management of recurring problems help update training manuals for new and revised software and hardware Education, Qualifications and Experience Bachelor's Degree in IT or related field strong knowledge of operations of Zendesk, Jira, Windows and Mac PC environment and other equipment.
experience in AzureAD, InTune, Microsoft Autopilot, Office 365, VMware, and Windows
experience in networking configuration and troubleshooting
experience in managing help desk teams and systems knowledge and experience in ITIL based help desk environments analytical, process improvement and customer-centric mindset related experience and training in troubleshooting and providing help desk support experience supporting RingCentral Contact Center
