It Service Delivery Manager- Pc Support

IT Service Delivery Manager- PC Support - ( 230002QA )

Description

The IT Service Delivery Manager is responsible for establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team. The IT Service Delivery Manager oversees many key functions within IT support and ultimately enables the delivery of high quality services to end users, and works to ensure Support and Service Delivery processes are in alignment to meet business needs.

Job Scope:

Job consists of recurring work situations with variations of break/fix activities. Job involves a moderate degree of technical complexity and requires both business and broad IT experience. Duties are performed independently with minimal supervision.

Responsibilities

• Demonstrates ability to monitor and advise in use of PC technology and installation of PC software/hardware.
• Coach, guide and mentor teams on best customer service practices and techniques.
• Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security
• Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards.
• Manage problems and emergencies as they arise to maintain an acceptable level of support for desktop PC’s, laptops and peripheral in a 24/7 environment.
• Exhibit excellent analytical and problem-solving skills.
• Maintain high performing service support functions including Device Support, VIP Support, and Audio-Visual Support
• Analyzes, researches, and makes recommendations for PC desktops, laptops, and peripheral for upgrades and or improvements.
• Lead the Desktop Support team to continually improve the desktop computing environment.

Service Delivery:

• Collaborate with IT leadership the scheduling and assignment of project activities, tasks, resources, and milestones.
• Achieve team departments mission by following IT strategic goals and objectives.
• Manage customer expectations and build partnerships to ensure customer experience excellence.
• Focus on Operations and improving the client experience with positive results for the client and the Business Units.
• Manage and provide strong, proactive leadership for the overall planning, direction, coordination, execution, control, and completion of assigned projects.
• Ensure that processes are efficient and cost-effective.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Have processes and procedures in place to ensure that each customer receives a world class service experience.

• Provide regular and accurate management reporting on IT Service performance.

Qualifications

• Ability to handle sensitive information, work orders, multitask, and manage others. Working knowledge of supervisory principles and practices.
• B.S. degree in Information Technology, or related technical discipline or A.A./A.S. degree from an accredited college with 3-5 years management experience. 8+ years total experience in Information Technology.
• Ability to facilitate productive meetings and drive outcomes.
• Good computer skills to analyze data, create reports and be proficient in Microsoft Excel and Office.
• Experience installing, configuring, and supporting personal computers and peripherals in a corporate environment.
• Ability to solve problems, determine appropriate actions and complete projects with minimal direction
• A Microsoft or similar professional certificate is preferred.
• Ability to interface with executives and stakeholders regarding issues of project scope and status.
• Possess strong interpersonal skills to communicate with their team, give clear instructions, and provide great customer service.
• Strong leadership skills to motivate and lead their team effectively and to ensure that team members have the knowledge they need to do their jobs well
• Ability to manage multiple concurrent projects, activities and tasks under time constraints.

Primary Location : Tampa

Work Locations : TGH Main Campus 1 Tampa General Circle Tampa 33606

Eligible for Remote Work : On Site

Job : Information Technology

Organization : TGH - Hospital

Schedule : Full-time

Scheduled Days : Monday, Tuesday, Wednesday, Thursday, Friday

Shift : Day Job

Minimum Salary : 94,390.40

Job Posting : Jul 21, 2023, 3:04:46 PM