Service Delivery Manager - Service Desk Details

Service Delivery Manager - Service Desk

Logicalis - Bloomfield Hills, MI

Employment Type : Full-Time

Overview:
Summary
Works with team of Service Delivery Analysts (SDAs) and Service Desk Management to support Logicalis Service Desk customers. Addresses customer ad-hoc questions and concerns, validates customer billing, and responsible for integrations and de-integrations of support and services as requested by customer.
Essential Duties and Responsibilities

• Takes lead on customer new service and/or service integration or de-integration.
• Completes day to day tasks as requested by customers; works with Logicalis team in support of customer deliverables.
• Acts as communication point for service affecting incidents and customer escalations.
• Coordinates work efforts with appropriate Logicalis staff.
• Acts as Managed Services focal point for project efforts affecting managed environment.
• Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
• Leads weekly, monthly and/or quarterly service reviews with customer.
• Updates documentation to reflect customer changes to technology or process.
• Trains agents on new customer services, technology and process.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent combination accepted.
Education:

• Associate’s Degree in a related field.

Experience / Technical Requirements

• 3 years’ experience in IT infrastructure and in delivering customer services.
• Training in ITIL foundations.
• Proficient use of all Microsoft Office applications.

Certifications

• ITIL Foundations

Other Skills and Abilities

• Strong organizational skills, attention to detail and flexibility.
• Ability to multi-task and reprioritize work efforts as necessary.
• Possess relationship management abilities.
• Ability to work under pressure and strong ability to “think on your feet”.
• Outstanding oral, written, and technical/business communication skills.
• Ability to interact successfully with all levels of customer and IT provider organization.
• Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
• Some travel required.

Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
LogicalisUS Full-Time Benefits Synopsis
Logicalis Social Responsibility
Logicalis International Mobility Program