IT Service Delivery Manager

ABOUT THE POSITION

The company is seeking an IT Service Delivery Manager to join our team of 17 IT professionals. We offer an excellent work environment, with the opportunity for growth across a variety of modern technology platforms. Salary is competitive with comparable for-profit environments, commensurate with skills alignment for the position, and excellent benefits. The company provides free civil legal assistance to those living in poverty.

Do you have a strong interest in service delivery and enjoy translating complex information into actionable insights? Join The company as our IT Service Delivery Manager. You'll play a critical role in overseeing our Help Desk operations, managing a team of 5 IT Support Technicians, ensuring the delivery of support services and solutions to our statewide network of The company providers. Stay informed about emerging technologies, manage staff development programs, and collaborate with internal and external stakeholders to enhance IT service delivery. No prior IT service delivery management experience required, but a technology background, passion for learning, strong communication skills, and a collaborative spirit are essential. Join our enthusiastic team, contribute to your professional development through comprehensive training, and make a direct impact on access to justice in New Jersey. If interested, please submit your resume with a cover letter detailing your experience with the skills we require.

ABOUT THE ENVIRONMENT

This position is overseen by the Chief Technology Officer and will work closely with other senior tech staff. Our environment consists of a statewide network of 6 distinct legal services providers with 23 locations throughout New Jersey, over 650 users, who directly service over 60,000 clients a year and provide resources to many more. Our IT environment includes Windows Enterprise solutions (Exchange 2016/Exchange Online, Windows Server 2016/2019, SCCM, Windows 10, Office 2016/M365, Microsoft Deployment Toolkit), VMWare, Converged Infrastructure, Enterprise Networking Solutions, VoIP Infrastructure, Network Faxing, SAN, VPN Services, Firewall, Zoom, Docker, Rancher, GIT, and Microsoft Team Foundation Server.

PRIMARY RESPONSIBILITIES

Oversight of Help Desk Operations:

Oversee resolution of incidents and problems, ensuring timely and effective resolution.

Manage workload distribution among Help Desk team members.

Monitor staff scheduling for compliance and escalate issues as needed.

Establish, monitor, and maintain Help Desk performance metrics.

Audit closed issues for compliance with established protocols and policies.

Ensure adherence to The company and IT policies.

Monitor Help Desk analytics, identify patterns and opportunities to enhance service delivery.

Manage a team of 5 IT Support Technicians:

Delegate tasks and projects to team members.

Provide guidance and mentorship to support technicians.

Ensure adherence to established policies and procedures.

Contribute to performance evaluation process for Help Desk staff.

Assist IT management team in Help Desk staff development.

Project Management:

Lead Help Desk projects and initiatives, ensuring execution and closeout.

Track project milestones, coordinate resources, and schedule meetings.

IT Processes and Governance:

Assist in the development and implementation of efficient IT processes, policies, and governance.

Maintain oversight of IT supplies inventory, including hardware, software licenses, and other essential items.

Conduct regular audits of IT inventory to ensure accuracy and availability of necessary resources.

Collaborate with procurement and finance teams to manage procurement processes and track expenditures related to IT supplies.

Develop and implement inventory control procedures to optimize inventory levels, minimize waste, and reduce costs.

OTHER RESPONSIBILITIES

Communicate effectively with technical and non-technical audiences.

Draft statewide IT communications related to emergent situations, updates, system maintenance and other IT related information.

Maintain documentation of processes, procedures, and findings.

REQUIRED SKILLS AND QUALIFICATIONS

2 year of management experience that demonstrates an ability to effectively lead and coordinate teams, oversee operations, and drive continuous improvement.

2 years of experience in customer service skills.

Must be willing to work outside of normal hours during emergencies.

Understanding of IT infrastructure and systems.

Ability to adapt to evolving technologies.

Strong attention to detail in analyzing IT trends and reports.

Excellent written and verbal communication skills.

Proactive in staying updated on the latest IT trends and technologies.

Have the dexterity, mobility, and strength to view the back of devices, navigate data centers and office spaces, trace lines, and install equipment such as computers and printers. Must be capable of lifting up to 50lbs.

ADDITIONAL SKILLS AND EXPERIENCE SOUGHT

Experience in IT troubleshooting and problem resolution of endpoints (laptops, desktops, portable devices, printers).

Familiarity with IT service delivery concepts and best practices.

Experience in IT project management.

Familiarity with IT governance frameworks and compliance standards.

Ability to work effectively with colleagues from different departments and backgrounds.