Uphold and promote Integris core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments.
Lead, mentor, and manage service coordinators, technicians, and team leads.
Manage the teams performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery.
Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives.
Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets.
Provide ongoing training, professional development, and career path guidance.
Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently.
Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews.
Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency.
Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service.
Manage time and attendance.
Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.

Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field OR equivalent experience.
Certifications such as Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ are preferred
6+ years of experience in IT operations.
2+ years of experience proving leadership or mentoring of peers or in a supervisory capacity.
MSP industry expertise preferred.
ITIL concept familiarity

Manager, Service Delivery

Key skills