Job Description

We are seeking a highly skilled and experienced Service Delivery Manager to oversee and enhance our Helpdesk and infrastructure support operations. This role requires a balance of technical expertise, leadership, and customer engagement to ensure high service quality and efficiency. The ideal candidate will provide hands-on support when needed, lead key meetings, and act as a technical referent for both Helpdesk and infrastructure-related activities.

Key Responsibilities :

• Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
• Provide hands-on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support.
• Act as a technical referent for Helpdesk and infrastructure activities (system administration, cloud computing, networking).
• Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase TeamWork’s added value.
• Set clear expectations and provide guidance to team members through effective communication.
• Travel within the U.S. to meet customers and team members when required.
• Work closely with stakeholders to continuously improve service delivery and customer satisfaction.

Qualifications

• Minimum of 5 years of experience in IT support, with strong expertise in Helpdesk and infrastructure support.
• Solid knowledge of system administration, cloud computing, and networking concepts.
• Strong communication skills with the ability to set clear expectations and lead teams effectively.
• Experience in leading service delivery meetings and presenting technical KPIs to customers.
• Ability to work hands-on in both Helpdesk and infrastructure-related activities when required

Additional Information

• Full Time Employee
• Hybrid - 2 time per week on-site
• Location: Must be based in the Miami-Fort Lauderdale-Palm Springs area to attend meetings in the Fort Lauderdale office at least twice a week.
• Willingness and ability to travel within the U.S. as needed.