ACS International Resources (ACS) / Inspiroz is seeking a dedicated Service Delivery Manager (SDM) to join our team. As an SDM, you will play a crucial role in leading our on-site team members and ensuring the successful delivery of our IT services to our schools and corporate clients.
Working under the supervision of our Senior Director of Service Delivery, you will manage on-site resources, interact regularly with our remote technical support team, and be responsible for delivering excellent service to our partners.
If you have a deep understanding of IT services, a passion for education and technology, and proven experience in team leadership, take the next step in your career, and apply today!
Job Duties (include but not limited to):
Team Management and Partner Satisfaction
- Lead and manage School (STS) and Business Technology Specialists (BTS)
- Be the key decision-maker in hiring STS/BTS for your team.
- Onboard new hires for your team STS/BTS.
- Work with STS/BTS on-site quarterly to assess soft and hard skills.
- Train and enforce each STS/BTS to follow our daily checklists.
- Conduct regular 1:1 meetings with each member of your team to confirm they are succeeding in their role, and coach through technical, process, and people challenges.
- Use ConnectWise and/or other reports as part of day-to-day management to oversee and assure the quality and quantity of workflow.
- Frequently mention and discuss, and be a role model of, Inspiroz core values and our Professional Standards.
- Recognize Team Members for positive behaviors and outcomes.
- Provide delightful customer service and support for our clients.
- Occasionally fill-in at a partner site or do tech work when needed.
- Additional duties as required.
Collaborate with Remote MST/Infrastructure/Projects Teams
- Master the use of these tools: ConnectWise, N-able, ITBoost, and BrightGauge.
- Have frequent and ongoing communication and collaboration across all teams.
- Use data to measure and analyze team productivity, workload, tasks, procedural and system performance and provides technical analysis.
- Create and implement procedures and systems across on-site and remote platforms.
- Confirm project work planning happens effectively, efficiently, and on schedule.
Client Relationship Management
- Participate in required meetings with clients to confirm satisfaction, needs, task, ticket, and project status, using our meeting agenda template.
- Manage service delivery relationship with decision makers.
- Be the main point of contact for service escalations.
What Our Ideal Candidate Will Bring
The successful candidate should have at least 5 years of experience in a client and team management position. Be able to demonstrate experience leading teams and providing technical oversight to a team.
Knowledge of:
- ITSM Tools (ConnectWise preferred)
- Windows and MAC O\S knowledge
- Active Directory
- Google Admin Console
- Networking equipment and concepts
- Hardware repairs and installations
Skills:
- Excellent customer service skills
- Excellent team management skills
- Excellent relationship-building skills
- Excellent verbal and written communication skills
- Extensive knowledge of the IT industry and previous MSP experience
Abilities:
- Ability to consistently communicate with Clients – outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
- Ability to communicate technical concepts to technical and non-technical users.
- Ability to adapt and implement new procedures and systems effectively.
- Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
- Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.
The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications.
