Service Desk - Service Delivery Manager

Greensboro, NC 27401

Employment Type: Direct Hire Area of Specialty: Helpdesk Manager Job Number: 7114

Service Desk - Service Delivery Manager


Manages and oversees service delivery for Service Desk Services to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives. 


You will be leading a team supporting a large environment that delivers Service Desk services.  You will be responsible for providing direction to suppliers to address the service needs of our end users.  You will be looked upon as a subject matter expert and advocate for making reliable management decisions around operational performance and our goal to enable our end users with technology


The successful candidate for this role will have strong analytical and troubleshooting skills, experience in integrating multi technology platforms and brands of product, solid communication skills with in a dynamic team and a desire to tackle the complex problems and drive them to resolution.



  • Manages Team of employees and suppliers delivering Service Desk services.

  • Monitors on a daily basis team performance, communicates frequently, resolves operational and performance issues in a timely manner.

  • Works with Vendor to enable SLA are achievable and sustainable.

  • Provides escalation on SLA misses and ensures supplier documents recovery plans.

  • Formulates and communicates specific team objectives to team members and management to support global transformation solutions, world sourcing, and global sourcing goals in small to medium sized teams.

  • Identifies staffing requirements and works with appropriate partners to ensure location specific support needs are being met.

  • Determines learning path for team members and approves learning plans developed for each.

  • Maintains effective processes to support staff in completing workflow functions.

  • Promotes the understanding and use of workflow management services.

  • Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. 

  • Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing input on increases, bonuses and promotions within allocated budgets and company guidelines.

  • Works with Engineering Team to identify process gaps and provides input on solutions.

  • Ensure hardware availability is aligned with VF policies and Procedures for Service Desk equipment.

  • Escalation point for Brand leadership for VIP, Incident and Service Request needs related to and Service Desk Services.

  • Maintain a good working knowledge of current infrastructure and industry trends with in the Service Desk area of focus.


Competencies and Experience:

  • Bachelor' s degree or equivalent combination of education and experience

  • Bachelor' s degree in business administration, engineering, information systems or related field preferred

  • 5 or more years of managing support services, project management, or program management experience

  • Experience working with the technology industry

  • 7 years of hands-on experience supporting midsize to large corporate environment

  • Solid technical background in infrastructure environment including Networking, Operating systems, Storage, System management suites, Virtualization, System Security, system deployment practices and other related skills

  • Good knowledge of system security as it relates to system-based infrastructure and configuration

  • Good knowledge of monitoring and alerting practices

  • Good knowledge of the practice of gather relevant information for troubleshooting and issue resolution

  • Knowledge of ITIL and industry best practices for IT Service Delivery

  • Good attention to detail, testing and documentation

  • Good analytical, problem solving and decision-making skills

  • Good project management skills

  • Good analytical and problem-solving skills

  • Good interpersonal skills to interact with customers and team members

  • Good leadership and organizational skills

  • Good communication skills

  • Good skills in managing to contract and budgets

  • Good relationship building skills

  • Willingness to travel


Caroline Cepero
Recruiting Director, Cyber Security, Mobile & Infrastructure

Caroline joined the Connors Group in 2004 and is focused on recruiting for Cyber Security, Mobile & Infrastructure job opportunities. A confident communicator who is strongly motivated to succeed, Caroline relates warmly with others; easily establishing relationships with everyone she interacts with.

She believes that clients value consistency in delivering a certain caliber of talent and results in filling their critical vacancies. Paying close attention to their needs and delivering solutions that match their talent expectations is how she embodies quality service for the businesses that she works with! Candidates value relationships committed to truth, understanding of their needs, knowledge of the hiring landscape, and results. She delivers that by motivating the potential in others; connecting proficiency with possibilities!

Caroline is proud that - with her help… many of her candidates land their dream job and the companies she worked with land their dream candidate! She loves her job because of the positive influence imparted onto others. The impact of a recruiter is twofold: first, you can literally change the life of an individual by placing them in their dream job, and second, you can effectively change the direction and the success of a corporation with a single great hire in a key job (i.e. recruiting a young Derek Jeter to your baseball team.)

Continue to relate easily to others, communicate with candor, and find and place “top notch” candidates; are all long-term career goals. In addition, Caroline aims to be positioned in the market as a recruiter specialized in infrastructure and security placements. Caroline is bilingual in English and Spanish. She loves running, Pilates, nutrition, The New York Yankees and spending time with her family outside of the office.

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