Title: Service Delivery Manager (SDM)
Location: Modesto, CA (onsite role)
Duration: Long term contract
Type of work: Part Time
Description:
The Service Delivery Manager (SDM) will manage a team of 6 Desktop Support Specialists (DSS) and oversee L1/L2 support engagements, related operations, service levels and resource management needs. The SDM will also assist in the preparation of SLA agreements. The SDM will manage project deadlines, DSS team responsibilities and progress of deliverables. The SDM will also be responsible for preparing reports for both internal and external stakeholders regarding the status of support engagements.
Asset Coverage:
Windows Devices
Apple Devices
o iPhones/iPads
o Mac computers
Specialized Equipment:
o Vehicle Mounted Units (VMUs)
o Tablets
o Kiosks
o Timeclocks
Support Characteristics:
Service Timing: P1/P2 issues require 24x7 coverage; P3/P4 issues require 16x5 coverage
Support Level: L1 and L2 support across all devices
Tool Integration: Seamless integration with current tools including DRA/Native AD/AAD, SNOW, SuperAntiSpyware, MOBI, Azure/Intune, ADP, PrinterLogic, Beyond Trust, and MDE
Experience:
10+ years of experience in IT Technical Support (L1/L2).
2+ years of experience in a Managed Services environment.
End User Support (L2 support experience is a must).
Certifications/Trainings:
ITIL Foundation (preferred)
Other Requirements:
The position may require some travel between client locations, with a personal vehicle (mileage expenses reimbursed).