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  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


Jackie Connors

Jackie Connors co-founded The Connors Group in June, 2001 and has been pivotal in building this premier IT staffing organization that serves clients in the areas of executive search, staff placements and consulting services. Jackie has over 20 years experience placing IT professionals, with the past seven years focused on information technology and eCommerce executives within the retail and apparel markets.

Jackie believes that building solid relationships with clients and candidates is the key to success. She always takes the time to listen, because she is truly interested in the needs of her clients and candidates. That's also how she has built her in-depth market knowledge and extensive network of contacts.

Prior to founding The Connors Group, Jackie was a Managing Partner at Jesse Garon Associates, where she became an expert in developing high-production recruitment strategies. Her methods utilize strategic sourcing as well as extensive networking to qualify and assess information technology and upper level management candidates. She is creative in her approach, which yields her clients the results they are looking for.

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