Service Delivery Leader

16 Nov 2024

Vacancy expired!

Job PurposeThe Service Delivery Leader will work out of the Service Desk Delivery Center located in Newark, DE. CAI is looking for an aggressive, customer focused leader to support multiple clients.

Duties and Responsibilities
  • Manage the Service Desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train, and support Service Desk analysts
  • Execute specific customer service standards
  • Execute best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly, and monthly reports on Service Desk team’s productivity
  • Provide customer feedback to other support teams, stakeholders etc.

Qualifications

Experience/Education Required
  • 5+ years’ experience in a Service Desk or technical support role
  • Degree in Information Systems, Computer Science (Preferred) or equivalent experience
  • ITIL Experience and/or v3 ITIL Certification
  • Experience with Service Now and/or other ITSM tools

Technical Skills Required
  • Proven work experience as a Service Desk manager is preferred
  • Hands on experience with Service Desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Experience or desire to participate in personnel management
  • Desire to work in a fast-paced delivery center

Technical Skills Preferred
  • Desktop and Laptop hardware support experience
  • Technical Writing
  • Proficient knowledge of Microsoft Desktop Operating Systems
  • Proficient knowledge with virtualization technology is helpful (VMWare, Citrix, Array)

Other Requirements
  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic
  • Problem-solving skills

Competency Statement(s)
  • Solution driven
  • Detail oriented

Additional Expectations
  • Willing to work extra hours as needed, including late nights and weekends

Physical Environment & Requirements

Physical Demands
  • Spends the majority of the day in a stationary position
  • Occasionally needs to move about inside the office to access printers, file cabinets, and other office equipment

Work Environment
  • Controlled climate office environment which would include own desk/cubicle space.
  • Occasional ability to work from an off – site location

Physical Requirements
  • Operating a computer and communicating over the phone

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve. Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website www.cai.io.

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. This email is

only intended for candidates who need an accommodation or assistance completing the application or interview process and will

not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

  • ID: #22838198
  • State: Delaware Newark 19702 Newark USA
  • City: Newark
  • Salary: $50,000 - $60,000
  • Job type: Permanent
  • Showed: 2021-11-16
  • Deadline: 2022-01-07
  • Category: Customer service