All Lines is seeking a Director – ITSM Service Delivery who will be in charge of daily operations of a crucial 24x7x365 Managed Services and Help Desk team (7 direct reports and 30 total team members). The Director – ITSM Service Delivery will implement policies and procedures regarding how problems are identified, received, documented, distributed, and resolved. The candidate will ensure maximum issue resolutions in minimum time, evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user.
This position requires a bachelor's degree with at least 3 years of experience in the leadership or management of IT Service Desk or IT Service Delivery. The Director – ITSM Service deliver needs to be familiar with a variety of the field's concepts, practices, and procedures while relying on extensive experience and judgment to plan and accomplish goals. This position requires leadership and direction the work of others. A wide degree of creativity and latitude is expected. This position reports to the Director of Technical Services.
Maintain excellent customer satisfaction levels
Help in the creation of industry standard IT help desk processes
Update all MSP/HD processes when necessary
Manage the implementation of all MSP/HD processes
Manage the help desk ticketing system queue
Manage the MSP/HD team to help them achieve all documented SLAs
Plan and conduct performance appraisals of MSP/HD staff, administer disciplinary action, raises, bonuses, and promotions when necessary
Maintain all aspects of All Lines MSP/HD contracts with outside companies including communications (verbal, e-mail, etc.)
Communication with field technicians and senior engineers in regard to ticket follow up and completion
Assist the sales team on pre-sales engagement when needed
Assist the sales team with pricing of MSP/HD opportunities
Help maintain the All Lines IT knowledge base
Create the help desk rotation \ work schedules
Attend training seminars, conferences, and trade shows to broaden knowledge of current and future help desk issues and technologies.
Bachelor’s degree Preferred
5+ years of ITSM Service Delivery Management, Service Desk Management is a plus
Previous experience with a Managed Services Provider who works with external customers is preferred
Process development knowledge
A strong understanding and knowledge of IT Service Management (ITSM) and ITIL is preferred
A+ and Network+ certifications
Excellent written and verbal communication skills
Internal Number: CPAL4554
About All Lines Technology, Inc.
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted ad...visor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.