Summary: The Service Delivery Manager will be responsible for overseeing daily operational success and supporting the team in identifying, researching, and resolving technical problems throughout the organization. The role will work closely with all members of the IT department and 3^rd party partners to deliver high quality and timely service to our internal and external customers. The Service Delivery Manager will be responsible for customer service improvement and supporting vendor management. This role will also be responsible for assisting in building a service desk team and support processes.

Essential Duties:

• Define, execute, monitor and promote within the team an effective model for Customer Service delivery, aligned to the current and changing business requirements.
• Directs the development and subsequent management of reporting staff covering direct and indirect reports, including hiring, training, staff development, and performance management.
• Lead the development and improvement of all ITSM tools and processes.
• Oversee response, participation and process improvement related to critical IT incident event management.
• Escalate issues to proper technical support personnel; escalate to IT management, as appropriate.
• Improves the Service delivery team knowledge and understanding of all IT applications and services at customer locations where utilized and provide.
• Responsible for monitoring and the execution of routine daily tasks and alignment of those to current and changing business requirements.
• Contribute to defining workstation equipment standards and Asset management improvements
• Asset management for the Arizona Corporate office.
• Govern the weekly change management calls. Manage the approval process and emergency change requests.

Minimum Requirements (Education, Experience, Certifications):

• Four (4) year college degree in computer science or related discipline from an accredited university. Work experience may be substituted for some of the educational requirement.
• 5 years of team management and leadership with responsibility for staffing, workload assignment and prioritization in an IT operations support capacity.
• 7 years of end-user support experience with extensive telephone or in-person experience in supporting users in a national/international multi-site IT enterprise environment, both on premise and remotely.
• 5 years of experience in vendor / contract management
• 3 years of experience managing Telecom accounts and billing (preferred)

• Experience in ITSM process improvement, metrics and reporting.
• Must possess prior support experience and solid knowledge of Microsoft Windows 10/11 operating systems, Microsoft Office 2016 or newer and current Internet browser platforms
• Experience with cloud based services i.e. Office 365 (preferred).
• Good experience in configuring and supporting mobile platforms and devices (Apple iPhone/iPad, Android smartphone and tablets).
• Experience in high priority incident management and communication to the business.

Knowledge, Skills & Abilities:

• Ability to respond quickly to the technical needs of the business
• Willingness to learn and develop relationships in a business environment, providing guidance and mentoring to team members.
• Very organized, reflecting great attention to detail with the ability to meet deadlines and prioritize tasks effectively for themselves and others.
• Understanding of and experienced in Telecom Billing (preferred)
• Experience in supporting IT and business services remotely with software tools and collaboration solutions (RDP, WebEx, MS Teams)
• Working knowledge of supporting user account management (AD), computer equipment, peripherals and software applications in a large business environment with one or more locations.
• Ability to effectively diagnose, troubleshoot, and support moderate/advanced computing and networking issues, including: desktop computers, print queues, file shares, VPN, VOIP, Active Directory, DHCP, and DNS all a plus.

Working Conditions:

• Ability to lift and carry objects weighing up to 50 pounds.
• Office environment.
• Travel minimal.
• Must qualify for and be able to obtain a Transport Workers Identification Card (TWIC)

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

Ports America is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex (including pregnancy); sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.