NETGAIN TECHNOLOGIES LLC Hiring for IT Service Delivery Manager Job at Louisville, KY Full Time

NetGain Technologies is looking for a passionate individual to come play a part in our growing organization. The Service Delivery Manager is tasked with the responsibilities of managing a subset of teams that provide remote services to NetGain Technologies managed service clients. This position is responsible for clear and consistent communications with internal personnel, vendors, and client contacts along with role and process development. The position will be assigned “teams” of resources and clients that the position will be responsible for. These teams will consist of 12 individual contributors on average.

Experience:

• Preferred: 5 years’ experience in supporting or managing those supporting computers and network technologies

Duties and Tasks:

• Ensuring the timely response for services provided to our clients at or above targeted quality levels or Service Level Agreements & Objectives.
• Maintain consistent communications with our clients with pending service requests.
• Ensure delegated tasks and duties are carried out in a proper and timely manner.
• Provide technical leadership and support or direction as an escalation point for engineers related to technical, process, and soft skills issues.
• Daily Management of Team member expectations, including but not limited to –
• The Contact Center Supervisor Software and ensuring that call coverage is available for clients.
• Service Board Management – Ensuring Tickets are being resolved in a timely manner.
• Reviewing work provided by Engineers to ensure quality, as well as ensuring that all processes/policies/workflows have been correctly followed. Provide coaching on improvement where needed.
• Taking an active role in the management of all services calls where necessary.
• Provide input and direction on how to achieve our goals and improve business processes as it relates to our Service Delivery Team.
• Oversight of Operations as it relates to Manager’s assigned “pods” or “teams”.
• Design and maintain process documentation for the service delivery team
• Accepting any other duties, tasks and responsibilities delegated by the company.
• Completing performance evaluations and working with employees on Personal Investment Plans and Corrective Action Notices.
• Always be in a constant pursuit of a better way through automation or reduction of time spent resolving issues.
• Work with TOS Lead Engineer and members of the POD to identify reactive trends.
• Work to reduce client issues and become more efficient in resolution by way of automation, new technology, or other methods.
• Be the first line of defense for any unhappy client issue for assigned teams. This includes, but is not limited to emails, phone calls and in-person client visits.
• Conduct Daily Huddles with all assigned teams and relay important company information, as well as to garner feedback to executive leadership to improve the lives of our employees and experience of our clients.
• Gain an understanding of all operational policies and ensure that each are enforced and trained on periodically within your pods or teams.
• Conduct 1 on 1’s with the team members that report to you monthly.
• Responsible for ensuring successful onboarding of new engineering resources assigned to Manager’s teams or “pods”
• Intra organizational collaboration with other departments and Service Delivery Managers to identify areas of improvement for processes, policies, and workflows.

WHAT’S IN IT FOR ME?

• Health, Dental, Vision Insurance
• 100% Company-paid Disability Insurance/Life Insurance
• Open Paid Time Off
• 401K Matching
• Paid Certification Training
• Team Building Activities
• Monetary Tenure Recognition
• Community Involvement / Career Development Day

Professional Overview

• In business since 1984
• Rated a Best Place to Work in KY every year since 2015.
• 250+ employees with over 100 technical resources
• Large regional business with 12 locations across the Southeast Region
• Ranked as a top MSP in the World by MSP Mentor
• Member of 35B association; offerings services throughout the US
• Professionally managed using Best in Class metrics and procedures

NetGain Technologies is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain performs pre-employment criminal background checks and substance abuse testing which includes a urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping NetGain a safe and drug free company.

Job Type: Full-time

Pay: $60,000.00 – $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Louisville, KY 40223