Job ID Number

R3400

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

Responsible for providing vision, coaching, and mentoring to the team members and managing the client engagement

Job Description

We are seeking a highly skilled and experienced Service Delivery Manager to join our IT team. This position will be full-time, Hybrid, and is a Direct Hire position.

2 days per week

Job City: Austin

Job State: Texas

Job ZIP Code: 78744

The role involves both technical expertise and management skills to ensure that user issues are resolved quickly and effectively, and that the service desk operates efficiently.

What You'll Do

• Manage and lead the service desk team, providing guidance and support

• Set objectives and monitor team performance to ensure high levels of customer service

• Develop and enforce service desk policies and procedures

• Oversee the handling of incoming requests and incidents, ensuring effective resolution or escalation

• Ensure service level agreements (SLAs) are met and customer expectations are managed

• Monitor ticketing system to ensure timely and accurate responses to support requests

• Analyze trends in service desk requests to identify areas for improvement

• Implement service improvements based on feedback and performance metrics

• Stay current with system information, changes, and updates

• Provide technical support guidance and expertise to the team

• Ensure the team is trained and knowledgeable about the latest IT technologies and solutions

• Coordinate with other IT departments to resolve complex issues

• Prepare and analyze service desk reports to present to senior management

• Act as a point of communication between IT and other departments

• Communicate IT updates and changes to the organization effectively

• Manage the service desk budget, ensuring cost-effectiveness

• Oversee the inventory of IT assets and ensure resources are allocated appropriately

What You'll Need

• Bachelor's degree in Information Technology, Computer Science, or related field

• Proven experience in IT support, with previous leadership roles being highly desirable

• Strong understanding of computer systems, mobile devices, and other tech products

• Experience with ticketing systems and IT service management software

• Ability to lead and motivate a service desk team

• Excellent problem-solving and communication skills

• Strong technical knowledge of IT infrastructure and support

• Leadership skills with the ability to direct and manage teams

• Good analytical and decision-making skills

• Customer service oriented with a focus on providing exceptional service

• Excellent written and verbal communication skills

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.