Service Delivery Manager (SDM)

## Job Title: Service Delivery Manager (SDM)
Location: Modesto, CA
Duration: Long Term
Type: Part-Time (10 hours/week), Onsite

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### Position Overview
We are seeking an experienced Service Delivery Manager (SDM) to lead a team of 6 Desktop Support Specialists (DSS) in Modesto, CA. This role oversees L1/L2 support engagements, ensures service levels are met, and manages related operations and resource needs. The SDM will also play a key role in preparing SLA agreements, managing deliverables, and reporting on support engagement status for both internal and external stakeholders.

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### Key Responsibilities

- Leadership & Management:
- Direct and manage the delivery of IT support by defining project scope, customer goals, and deliverables in line with client requirements.
- Implement best practices to optimize engagement execution and management.

- Service Level Management:
- Ensure DSS team members adhere to agreed KPIs and SLAs.
- Prepare and assist with SLA agreements as needed.

- Stakeholder Engagement:
- Serve as the Single Point of Contact (SPOC) for client escalations, driving issue resolution and providing timely updates to stakeholders.
- Interface with engineers, local and remote support teams to ensure seamless operations.

- Team Development:
- Coach, mentor, and motivate DSS team members, fostering accountability and professional growth.
- Assign and manage DSS responsibilities and monitor progress of deliverables.

- Reporting:
- Prepare and present reports on support engagement status for both internal and external stakeholders.

- Additional Duties:
- Take on other service delivery tasks as assigned by the client.

- Travel:
- Some travel between client locations may be required (mileage reimbursed).

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### Supported Assets

- Windows Devices
- Apple Devices: iPhones/iPads, Mac computers
- Specialized Equipment: Vehicle Mounted Units (VMUs), tablets, kiosks, timeclocks

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### Support Characteristics

- Service Timing:
- P1/P2 issues: 24x7 coverage
- P3/P4 issues: 16x5 coverage
- Support Level: L1 and L2 across all devices
- Tool Integration: DRA/Native AD/AAD, SNOW, SuperAntiSpyware, MOBI, Azure/Intune, ADP, PrinterLogic, BeyondTrust, MDE

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### Qualifications

- Experience:
- 10+ years in IT technical support (L1/L2)
- 2+ years in a Managed Services environment
- Proven L2 end user support experience (required)

- Certifications:
- ITIL Foundation (preferred)

- Skills:
- Strong leadership, communication, and problem-solving skills
- Ability to manage multiple priorities
- Experience with the listed tools and technologies

- Other:
- Must work onsite at the client's Modesto, CA location
- Must possess a valid driver's license and personal vehicle for local travel