It Service Delivery Manager

Lead IT service delivery at Dexterra Group through Service Desk leadership, stakeholder relationships, and an onsite hybrid work model. Improve support for distributed operations.As IT Service Manager, you will lead the Service Desk and outsourced provider while strengthening accountability, service levels, and end-user experience. The role requires IT service management, incident management, escalations, and continuous improvement experience. You will also work with Microsoft 365, Entra ID, Intune, ServiceNow, or comparable enterprise technologies.Key Responsibilities:
Lead the Service Desk and foster ownership, responsiveness, and follow-throughCoach support staff and manage outsourced Service Desk providersOwn escalations, recurring issues, and service delivery challengesImprove support processes, service levels, and end-user experienceUse metrics, trends, and feedback to drive improvementsRequirements:
Five-plus years in IT support, Service Desk, or service deliveryThree-plus years leading people, support functions, or service deliveryExperience with ITSM, incident management, escalations, and improvementExperience managing outsourced providers and vendor performanceITIL certification or practical ITIL or ITSM experienceBring service leadership, enterprise technology knowledge, and continuous improvement skills to Dexterra Group’s end-user support function.
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