Cadence, Calendar Management, Computer Engineering, Continuous Improvement, Customer Escalations, Customer Support/Service, Delivery Management, Dental Insurance, Documentation Standards, Establish Priorities, Financial Reporting, Gross Margin, Help Desk, Information Technology & Information Systems, Leadership, Machine Tool, Onboarding, Process Improvement, Root Cause Analysis, Schedule Development, Service Delivery, Service Level Agreement (SLA), Staff Development, Standup Meetings, Team Building, Team Lead/Manager, Team Player, Technical Support, Vision Plan
Service Delivery Manager
Information Systems
Management
$ 80000 - $ 10000 / Year
location_onRochester, New York
acutePermanent
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Your Role
Akkodis is seeking a Service Delivery Manager job with a client in Rochester, NY. Must hold a Bachelors Degree in Computer Engineering, or related field to be considered. You will lead a team of nine Level 1 and Level 2 technicians, hold the SLA and documentation standards, and carry meaningful responsibility for the gross margin result. Will partner with the COO on tooling, workflow, and process improvements.
Salary Range: $80/k. to $100/k. The salary may be negotiable based on experience, education, geographic location, and other factors.
Service Delivery Manager responsibilities include:
- Hire, develop, schedule, and performance-manage a team of L1/L2 technicians across remote and onsite environments
- Run a structured service desk cadence - daily standups, ticket queue management, escalation protocols
- Build a team culture oriented around accountability, continuous improvement, and client outcomes
- Own SLA compliance across all managed service agreements
- Maintain documentation standards - configurations, runbooks, escalation paths, and client-specific procedures
- Manage ticket flow, prioritization, and resolution quality across the full helpdesk queue
- Carry meaningful responsibility for gross margin performance
- Provide input into labor planning, scheduling optimization, overtime management, and subcontractor usage
- Review and interpret relevant financial reporting; identify cost drivers and surface improvement opportunities to the COO
- Understand the relationship between utilization, efficiency, and margin - and manage toward it
- Identify and eliminate recurring ticket patterns through root cause analysis and proactive remediation
- Support onboarding and technical development of new team members
Desired Qualifications:
- Bachelors Degree in Computer Engineering, or related field is required.
- Minimum Five years related experience
- Experience leading a technical support or Help Desk team
- Familiarity with PSA platforms; Autotask experience
- Comfort with financial concepts relevant to service delivery: utilization, margin, labor cost, efficiency ratios
- Ability to collaborate with internal and external stakeholders at all levels
- If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at 585-490-8656 or gina.manioci@akkodis.com
Equal Opportunity Employer/Veterans/Disabled
Benefits offerings include but are not limited to:
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Pay Details: $80,000.00 to $10,000.00 per year
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Ref: 1634258
Apply now