Service Delivery Manager
Job Location: Cookstown (Head Office)
Department: IT Managed Services
About us
With Enhance we are not just your ‘IT Company’, we are your IT Partner and Trusted Advisor, ensuring you get the best out of your Technology!
We provide a full compliment of Managed Services including, IT Support, Network, Cyber Security, Microsoft 365 and Managed Backup.
Enhance Systems is seeking a talented Service Delivery Manager to join our team. Managing the IT Help Desk Team, the IT Service Delivery Manager will establish excellent relationships with all company stakeholders, take ownership of and set high standards for IT service, and motivate the help desk team members.
The IT Service Delivery Manager’s primary responsibilities are:
- Provide an exceptional level of customer service and technical support to Enhance Systems customers and manage help desk team members.
- Develop and deliver a strategic IT customer service development plan.
- Ensure back end systems are operational and ensure workflow is optimal
Qualifications and experience supporting and troubleshooting Windows 10, Microsoft Teams, Microsoft 365, and Microsoft Intune in a large organisation are essential.
Attention to detail and organisational skills are key as the IT Service Delivery Manager will manage the help desk workflow, organise and manage support bookings and requests, and manage service contractors.
The successful candidate will be able to:
- Demonstrate exceptional customer service and communication skills – both written and verbal.
- Establish and maintain reporting methods and recommendations for service improvements.
- Take ownership of all IT service tasks, scheduled support events, and act as the first point of contact for help desk team members.
- Demonstrate a high level of technical desktop support skills with relevant experience and qualifications.
Key Requirements
- Strong knowledge of Microsoft Office 365 & Exchange Online
- Be able to troubleshoot IT issues independently, act as an escalation point for the IT Help Desk Team
- To be an enthusiastic and positive individual who can stay calm in a busy environment
- Demonstrable experience delivering a high level of customer service and leading a team within a large organisation.
- The ability to build new workflows to streamline departmental processes
- Experience managing 3rd parties and 3rd party delivered services.
- Excellent and demonstratable leadership and people management skills.
- Experience managing 3rd parties and 3rd party delivered services
- Flexibility to be able to provide scheduled out-of-hours and weekend support
Desirable Requirements
- Strong knowledge of Windows Server 2016/19/22
- Understanding of Virtualisation, ideally HyperV
- Understanding and knowledge of Azure AD (Entra ID)
- Microsoft Certifications
Job details
- Salary: Attractive level of renumeration depending on expertise and experience
- Employment Type: Permanent Full-Time
- Hours: 40 hours per week (plus out of hours when required)
- Minimum Experience: Experience 2 year commercial experience in a similar IT managed services role
- Location: Cookstown (Head Office)
Employee benefits
Company Pension
Free Healthcare & Wellbeing
Fitness App
30 Days Holidays + Birthday Bonus Day
Fully Funded Microsoft 365 Training Certifications
Team building events
Apply for this job
If you want to be part of a dynamic and growing company we want to hear from you, so please apply now with a copy of your CV!
