Service Delivery Manager

**Why Work With Us?**
- Competitive wages and benefits package
- FUN, dynamic, and flexible work environment
- Personalized training and career development plans
- A supportive and high-performing team
- Opportunities to work with the latest technologies and services
- And much more

**About the Role**: We're seeking a proactive and people-focused Service Delivery Manager who combines technical expertise with strong leadership and business insight. You’ll lead our frontline support teams, shape processes, and ensure service excellence aligned with business goals. This role is ideal for someone who understands the connection between IT service delivery, team performance, and organizational success.

**Key Responsibilities**:

- Lead, coach, and mentor technical support staff
- Resource planning and management of Technical support staff
- Conduct regular one-on-one performance reviews and provide feedback for growth
- Align support team goals with broader company objectives and client SLAs
- Communicate and enforce company procedures, policies, and operational priorities
- Monitor ticket queues and ensure effective workload distribution and timely resolution
- Collaborate with infrastructure and project teams to improve efficiency and outcomes
- Develop, implement, and monitor support KPIs.
- Analyze trends in tickets and incidents to reduce recurring issues
- Own and become an expert with our existing Professional Services and Automation tools, including Dashboard and Analytics toolsets
- Liaise with vendors and partners for issue resolution and product support
- Represent the support team in business planning and service improvement meetings

**Required Qualifications**:

- Proven leadership experience in IT or technology service roles (minimum 3 years)
- Strong interpersonal skills and the ability to lead through influence and accountability
- Ability to communicate business value of IT decisions to stakeholders and clients
- Demonstrated ability to manage team performance with metrics and KPIs
- Fluency in written and verbal English communication
- Strong organizational and time management skills
- Proficiency with Microsoft technologies, including:

- Windows 10/11
- Windows Server 2016/2019
- Azure and Azure Services.
- Microsoft Office 2013/2016/2019/365
- Solid problem-solving skills and comfort troubleshooting hardware, software, and mobile devices
- Must be client-focused with a passion for service excellence

**Preferred Qualifications**:

- Business-minded approach to IT service delivery and planning
- Experience working with small to mid-sized businesses across various industries
- Hands-on experience with Lenovo hardware
- Ability to manage complex priorities in a fast-paced environment
- Exposure to network management (VLANs, VPNs, firewalls, trunking)
- Virtualization experience (Hyper-V, VMware)
- Experience working in or leading ITIL-aligned environments
- Background in managing or supporting backup infrastructure or clustered server environments
- Demonstrated history of identifying efficiencies, reducing costs, or improving client experience through IT

**Education & Experience**:

- 3-5 years of Tier 2 or senior IT support experience
- 2+ years in a leadership or team management role
- Post-secondary degree or diploma in Computer Technology, Business IT, or related discipline preferred.
- Equivalent combinations of experience and education will be considered.

**Benefits**:

- Company events and team-building activities
- Dental and vision care
- Employee assistance program
- Extended health coverage
- Life insurance
- On-site parking
- Paid time off

**Schedule**:

- Monday to Friday
- 8-hour shifts
- On-call availability if required.

**License/Certification**:

- Valid Class 5 Driver’s License required