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)