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Service Delivery Lead

MMD Services, Inc Hoffman Estates, IL Full-Time
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The Service Delivery Manager is responsible for providing leadership and technical management of day-to-day operations for a global service desk. You will continuously monitor environment metrics, proactively identify trends and address any potential impacts. Your team will consist of 8-12 Level 2 Technicians located within the United States and the UK. You must make sure your team meets and exceeds service level expectations and defined metrics/ benchmarks, and follows established standards and processes you put in place. We are looking for a hands-on leader that won’t be afraid to roll up his/her sleeves. Often you will step in and provide a final point of escalation and continuously work with your Director to standardize and improve the service delivery model.

·         Manage project deliverables and support services such that all the SLA's are met


·         Ensure you and your team provide the highest level of customer satisfaction to end users


·         Manage key leadership relationships with transparency and integrity


·         Work with team members to manage timelines and budget for projects and be accountable for delivering results and updates to leadership (Windows 10 Migration, 0365 Migration)


·         Manage the deployment, maintenance, support and upgrade of all end user computing equipment (desktop computers, laptops, pos equipment, printers)


·         Work with the Global Security team to ensure compliance for all devices


·         Ensure requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service


·         Ensure all meeting room equipment is operational, complies with Global standards


·         Establish, plans and implement the policies and procedures to support the service desk, PC and mobile device deployments and desktop management services


·         Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected

As a Service Delivery Manager, you will have;

·         At least 5 years of relevant technical experience, with minimum 2 years’ experience in a leadership or managing role


·         At least two years system administration experience


·         Strong knowledge of: Window10 and Microsoft Office 365


·         Demonstrated knowledge using and troubleshooting applications such as Windows; Microsoft desktop platforms such as Office Suite including Word, Excel, Access, Outlook;


·         Networking knowledge and experience with other web-based applications


·         Certification in strongly ITIL preferred


·         Familiar with Lotus Notes a plus


·         Familiar with AS400 a plus!


·         Familiar supporting POS equipment HUGE plus!


·         Retail Industry experience a plus!


Recommended skills

Desktop Support
Itil
Microsoft Office
Office 365
Windows 10
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