Lead a team of service engineers in delivering exceptional IT services to our clients.
Ensure service delivery meets or exceeds service level agreements (SLAs) and customer expectations.
Implement and maintain processes for systems management, systems patching, escalation management, change management, and service request management.
Develop and execute technical strategies to optimize service delivery and improve operational efficiency.
Collaborate with other departments to ensure alignment of technical solutions with business objectives.
Stay updated with industry trends and best practices to continuously enhance service offerings.
Hire, train, mentor, and supervise a team of service engineers.
Conduct performance evaluations, provide constructive feedback, and support career development.
Act as a primary point of contact for escalated client issues related to service delivery.
Build and maintain strong client relationships through proactive communication and effective problem resolution.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Strong technical background in IT infrastructure, networking, cloud services, and security.
Excellent knowledge of IT service management frameworks (e.g., ITIL).
Demonstrated ability to lead and develop high-performing teams.
Exceptional communication skills with the ability to interact confidently with clients and stakeholders.
Strong problem-solving skills and the ability to prioritize tasks in a dynamic environment.
Relevant vendor certifications (e.g., Cisco, Microsoft) are a plus.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT infrastructurenetworkingcloud servicessecurityIT service managementsystems managementsystems patchingescalation managementchange managementservice request management

Soft Skills

leadershipteam developmentcommunicationproblem-solvingclient relationship managementperformance evaluationmentoringconstructive feedbackprioritizationcollaboration

Certifications

Bachelor’s degreeCisco certificationMicrosoft certification