Service Delivery Shift Supervisor

About Thrive

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for process ownership, case management, and quality of services delivered by a support group and will report directly to a Service Operations Manager. This person should have leadership background or ambition, combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and performance goals. Ultimately, they should be able to ensure a positive and constructive environment while holding team members accountable to services delivered.

Responsibilities

• Ensure team is working toward departmental goals & SLA KPIs in the most efficient and effective manner
• Maintain case visibility across business functions and ensure accountability to service standards
• Work closely with Service Operations Managers to ensure cases are handled per Thrive standards
• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
• Identify & communicate to Service Ops Manager opportunities for coaching
• Reinforce training on service delivery process & standards
• Adjust priorities and balance responsibilities in a fast-paced environment to help engineers prioritize tasks appropriately
• Available to work outside of standard hours when necessary and possibly as part of on call rotation if applicable
• Field client escalation calls & assist with other general escalations
• Ensure ownership & accountability of high priority Incidents
• Other duties as required

Qualifications

• Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 1-3 years of managerial experience; call center or managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive’s service catalog
• Experience managing complex projects, clients, partners, and organizations
• ITIL certification and practice preferred
• Proven experience managing remote resources
• Strong written and verbal communication skills