Job Description

Overview We are The New England Computer Group (NECG), a Ridgefield, CT based IT Management Company established in 1992. We are a premier provider of IT services in Fairfield County and cater to a wide variety of businesses in Fairfield and Westchester Counties. We are expanding rapidly and need a Service Delivery Manager. Our benefit packages include health, dental, vision and life insurance, SIMPLE IRA plan with company match, PTO, and more. Salary range for the position is $85,000 - $105,000. Responsibilities Lead and manage the service team, including dispatchers, coordinators, technicians, and system engineers. Monitor and report on key performance indicators (KPIs) such as ticket resolution time, SLA compliance, and client satisfaction. Handle client escalations and ensure timely resolution. Oversee scheduling, dispatching, and workload balancing. Collaborate with the VP of Operations on strategic initiatives and process improvements. Ensure accurate and timely completion of Quarterly Check-Ins and Annual Reviews. Approve time sheets, PTO requests, and team expenses. Maintain documentation and ensure adherence to internal SOPs. Coordinate after-hours escalation(s) rotation as needed. Day-to-day operations of project scheduling, coordinating, and completion. Facilitate meetings as required. Additional Duties and Responsibilities Service request triage. Evaluate support tickets to determine the underlying issue(s) accurately. Update ticket documentation, apply service template(s) and SOPs as appropriate, and dispatch accordingly. Improve client service, perception, and satisfaction. Improve usage and increase efficiency of support resources. Escalate service requests that cannot be scheduled within agreed service levels. Understand processes in our Professional Services Automation (PSA) software. Facilitate the resolution of staff conflicts and administer Performance Improvement Plans (PIPs) in alignment with company policies. After-hours availability to support staff as needed. Knowledge, Skills, and/or Abilities Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Ability to work in a team and communicate effectively. Interpersonal skills: telephony skills, communication skills, active listening, and client care. Strong ability to manage multiple priorities effectively. Technical awareness: ability to match resources to technical issues appropriately. Strong leadership and team management skills. Understanding of support tools, techniques, and how technology is used to provide services. Familiarity with scorecard and KPI-based performance management. Seniority level Mid-Senior level Employment type Full-time Job function Project Management and Information Technology Industries: IT Services and IT Consulting #J-18808-Ljbffr The New England Computer Group

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