Service Delivery Supervisor

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Service Delivery Supervisor, you will be responsible for leading the clients regional ASE team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. You should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPIs and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our ASE team members.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

Motivate and coach individuals to achieve KPI & learning goals to drive excellent and consistent career growth

Ensure Coordination team is working toward departmental goals in the most efficient and effective manner

Work closely with Service Delivery Managers to ensure cases are handled

Conduct regular competency reviews for all team members

Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations

Continually follow best practices through the entire training and technical support process

Work with team members to identify a clear career path with specific goals

Ensure all ASE team members meet certification and competency requirements to move their career forward

Responsible for the care and feeding of the Apprentices under your leadership to include:

The training schedule followed.

Work with the SDMs to coordinate mentorships with POD engineers

All milestones of the apprentice program are met in a timely manner to include:

• Verifying competencies
• Technical certifications
• The goal is to ensure the apprentice is ready\eligible for a TSE role at the end of their 12-month apprenticeship program.
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Available to work outside of standard hours when necessary or as part of on call rotation if applicable
  
  
  

QUALIFICATIONS:

• At least 35 years of experience as a Service Desk Supervisor, MSP Manager, or in a similar leadership role
• Strong technical expertise in MSP products and services
• Proven ability to manage complex projects, clients, and partner relationships
• Experience leading remote teams and resources
• ITIL certification (preferred)