Service Delivery Manager

Description

We are looking for a dedicated Tech Support Manager to oversee IT Service Desk operations in our communications-focused organization based in Raleigh, North Carolina. In this role, you will lead a team of technicians, ensuring excellent customer service, efficient ticket management, and effective knowledge-sharing practices. The ideal candidate will have a hands-on approach, strong technical expertise, and proven leadership skills to mentor staff and enhance overall service delivery.

Responsibilities:
Lead and manage the IT Service Desk team, ensuring efficient handling of support requests and maintaining high service quality.
Develop and implement strategies to keep user PCs secure, updated, and performing optimally.
Mentor and train team members to enhance their technical skills and attention to detail.
Conduct regular team meetings, performance reviews, and escalate incidents when necessary.
Build strong relationships with stakeholders and align IT service delivery to meet business needs.
Oversee PC inventory, including asset management, lifecycle planning, and procurement processes.
Ensure timely resolution of hardware and software issues, including patch management.
Monitor and improve team metrics, KPIs, and customer satisfaction surveys to drive service excellence.
Collaborate with other departments, including cybersecurity and IT leadership, to optimize operations.
Stay updated on industry trends and recommend improvements to tools, processes, and service strategies.

Requirements

Proven experience in leading and managing a service desk team, including supervising daily operations.
Strong hands-on technical expertise with Microsoft Windows environments and related tools.
Ability to mentor and support entry level team members, encouraging their growth and enhancing their problem-solving skills.
Excellent customer service skills with a track record of handling escalations and resolving conflicts.
Proficiency in managing hardware inventory, lifecycle planning, and procurement processes.
Familiarity with Active Directory, Windows 10, and basic troubleshooting techniques.
Effective communication skills to build relationships with stakeholders and manage expectations.
Analytical mindset to monitor team performance metrics and drive continuous improvement.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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