Help Desk Supervisor

Service Delivery Manager

We are excited to announce that we are expanding our team and adding a new Service Delivery Manager based in Tulsa, OK. At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients' unique business needs.

Benefits:

• Hybrid work options, paid time off, and holidays
• Comprehensive medical, dental, and vision coverage
• 401(k) with employer match
• Professional growth opportunities in a stable, team-oriented environment

Position: Service Delivery Manager

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You'll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you'll contribute to business planning and collaboration.

Key Responsibilities:

• Ensure quality, security, and compliance for all clients
• Manage work distribution and ensure timely resolution to customer issues
• Identify trends in reactive support and help drive automation and process efficiencies
• Drive proactive client management and SLA adherence
• Handle ticket escalation and critical issue resolution
• Maintain documentation and compliance standards
• Drive, manage and report on monthly and quarterly Service Desk KPIs
• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
• Support onboarding for new clients
• Support team development and career growth
• Participate in recruitment and selection of new team members
• Review and approve time/expense entries

Qualifications:

• Bachelor's degree required
• 5+ years of hands-on leadership experience
• Strong proficiency in Microsoft Office Suite
• Expertise in:
• Windows OS, Windows Server
• Microsoft administration tools (AD, DHCP, DNS, Group Policy)
• Microsoft Exchange, Citrix technologies
• Backup/DR strategies and system upgrades
• Network infrastructure and protocols (TCP/IP, DNS, DHCP)
• Enterprise hardware (Cisco, Dell, HP)