Job Details

MUST WORK FROM OFFICE 2-3X PER WEEK!

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus on NextGen services help us stand out among our peers. Thrive seeks individuals who view their weekdays not just as 'a job' but as an opportunity to develop valuable skills that ignite their passion and lead to a CAREER. If you thrive in a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, welcome to THRIVE!

Position Overview

The Service Delivery Manager will lead our technical support teams in providing excellent customer service and resolving all technical issues. Candidates should have a solid technical background combined with customer service expertise. A problem-solving attitude and the ability to motivate an engineering team to achieve goals are essential. The goal is to ensure high-quality technical support and increased client satisfaction.

Primary Responsibilities

1. Motivate and coach team members to achieve departmental goals and deliver excellent customer service.
2. Manage Thrive's regional managed services team from a customer service, technical, and career development perspective.
3. Ensure the team works efficiently and effectively towards departmental goals.
4. Ensure all service level agreements are met or exceeded across Email, Phone, Event, Incident, Problem, and Change Management processes.
5. Conduct annual performance reviews for all direct reports.
6. Uphold procedural requirements including prioritization, communication, documentation, and escalations.
7. Follow best practices throughout the technical support process.
8. Follow up with customers to identify areas for improvement and relay feedback to internal teams and management.
9. Act as an escalation point for managed services, customer service, and technical issues.
10. Adjust priorities and responsibilities in a fast-paced environment.
11. Be available to work outside standard hours when necessary or as part of an on-call rotation.
12. Perform other duties as required.

Qualifications

1. Bachelor's Degree in Information Technology or a related discipline preferred, or equivalent experience.
2. 3-5 years of managerial experience; call center or managed services experience preferred.
3. Technical subject matter expertise related to MSP products within Thrive's service catalog.
4. Experience managing complex projects, clients, partners, and organizations.
5. ITIL certification and practice preferred.
6. Proven experience managing remote resources and large teams.
7. Strong written and verbal communication skills.