The IT Service Delivery Manager is responsible for managing the daily operations of the IT Service Delivery team and ServiceDesk Operations. This is a hands on management position responsible for managing service delivery, IT Service Delivery staff, and technology to improve productivity, quality of service, and customer satisfaction.
The ideal candidate will have experience delivering highly automated, secure, managed, and scalable technical solutions enabling the IT Service Delivery team to focus on continuously improving end user technology experience. To continuously achieve this objective the Manager is expected to define and leverage key ServiceDesk performance metrics and apply trend analysis to identify and lead initiatives that ultimately reduce incidents from occurring and report these metrics the management team and select business partners on a monthly basis.
The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the Manager is expected to enforce the delivery and management of secure endpoint technologies and IAM (Identity and Access Management) solutions.
The Manager will supervise, coach and mentor the IT Service Delivery staff who are providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers, software applications, telecommunication and network communication issues while ensuring appropriate customer support service levels are met. The Manager serves as the interface between the user community and the IT Service Delivery team.
Preferred Skills and Competencies:
Physical Requirements (if applicable):