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$80k–$105k/yr
Full-time
bachelor degree
Posted 14d ago
~40 hrs/week
Responsibilities
The IT Service Delivery Manager will lead and mentor a team of help desk technicians to ensure high-quality service delivery and adherence to performance metrics. This role involves developing operational procedures, managing ticket escalations, and driving continuous improvement through data-driven insights.
Requirements
Candidates must have at least 5 years of experience in technical support within a managed services environment, including 3 years in a leadership capacity. A bachelor's degree in a relevant field and proficiency in ITIL 4 frameworks and ITSM tools are required.
Full job description
Company Overview:
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.
Related keywords
IT Service Delivery ManagerManaged Service ProviderMSPHelp DeskITIL 4PMI WaterfallSLASLOKPIManageEngine ServiceDesk+GLPIServiceNowEndpoint Central MSPWazuhZabbixOpManager MSP
Cyberlocke has the deepest level of technical acumen to help mid-size and enterprise clients solve their most complex IT challenges. With our superior dependability and responsiveness, we solve for any gaps you have in skills, experience, or resources. From our vast F5 knowledge and expertise in enterprise-level professional consulting to our staff augmentation and managed services, we take pride in our attention-to-detail and follow-through in every engagement, which creates customers for life.
Offices: Plano, Texas, US
Information TechnologyCyber SecurityIT Infrastructure
How many Management & Leadership jobs are open in Plano, TX right now?
There are currently 1,839 open management & leadership positions in Plano, TX listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Plano, TX?
Companies currently hiring include JPMorganChase, Samsung Electronics France, Capital One, PepsiCo, Toyota North America, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Plano, TX?
Yes — 394 of the 1839 open management & leadership positions offer remote or hybrid work (67 remote, 327 hybrid).
How do I apply for Management & Leadership jobs in Plano, TX?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.