IT Service Delivery Manager

Cyberlocke is an IT managed service provider (MSP) that offers IT products and services, including, resale of IT equipment and software, remote managed IT services, managed NOC/SOC and cloud-based solutions.

Job Overview: The IT Service Desk Manager will lead the operational and strategic efforts of our IT helpdesk, ensuring exceptional service delivery and support for customers. This position focuses on optimizing helpdesk operations, achieving performance metrics, and cultivating a team culture centered on customer satisfaction and continuous improvement. By partnering with leadership and cross-departmental teams, this role aims to enhance IT support processes, align services with organizational objectives, and drive innovative solutions to meet evolving business needs.

Responsibilities/Job Functions:

• Lead and support a team of help desk technicians (Tier 1 - 3) to meet SLOs and customer satisfaction goals.
• Cultivate a positive team culture by promoting engagement and morale-boosting initiatives.
• Help develop company procedures, best practices, and standards to ensure consistent service quality.
• Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality.
• Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams.
• Conduct performance reviews, providing constructive feedback, mentorship, and coaching.
• Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion.
• Develop dashboards and reporting tools to monitor SLOs, track workload, and make data-driven adjustments.
• Address customer complaints promptly, ensuring professional and satisfactory resolutions, and act as an escalation for customer issues and complaints that may rise to the director level.
• Participate and support quarterly business reviews through KPI management and reporting.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business Management, or a related field; or equivalent work experience within Tier 1 and 2 support.
• 5 years in technical support services in a Managed Services environment, 3+ years in a leadership role, overseeing a helpdesk team and field engineers.
• Certification or significant working knowledge of ITIL 4 framework and PMI Waterfall methodologies. HDI training or certification a plus.
• Demonstrated understanding of service delivery KPIs, with direct experience monitoring, managing and reporting performance.
• Demonstrated success in achieving and exceeding SLA/SLOs, driving customer satisfaction, and optimizing service delivery within a managed IT service environment.
• Proficiency with service desk and ITSM tools, such as ManageEngine ServiceDesk+ MSP, GLPI, Service NOW, or similar etc. Experience developing and optimizing ITSM workflows.
• Proficiency with monitoring tools, such as Endpoint Central MSP, Wazuh, Zabbix or OpManager MSP or similar and the integration of these tools into a cohesive system or the ability to learn.
• Exceptional leadership, communication, and interpersonal skills, with a track record of coaching and developing high-performing teams.
• Excellent analytical skills and ability to use data to drive decisions and efficiencies.