We are seeking a Service Delivery Manager (MSP) with a MSP management background. The Service Delivery Manager will oversee the Service Desk teams.
The Service Delivery Manager (MSP) is responsible for overseeing the day-to-day activities of the service desk operations to ensure client satisfaction. They manage a team of support staff who troubleshoot and resolve IT issues while ensuring the team uses the required tools and software to identify, document, track and resolve reported problems.

Service Delivery Manager (MSP) Responsibilities:

Help lead and prioritize the support team’s workload
Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and help improve those processes
Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA’s, KPI’s. risks/issues)
Act as a liaison to clients around service delivery issues
Regularly review opportunities for team training and provide team members with coaching. Listen to team members’ feedback and resolve any issues or conflicts
Suggest and organize team building activities
Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
Ensure the prompt and thorough documentation of all work by the team via our ticketing system
Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation