Service Delivery Supervisor

Shift - Sat, Sun, Mon 7am - 8pm ET and Tues, 7am - 11am ET About Us 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 hard work, 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 overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases.

This person should have a leadership background 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 learning goals.

Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.  Primary Responsibilities Ensure team is working toward departmental goals in the most efficient and effective manner including :   Dashboard Management for all PODs  Assist with scheduling coverage  Join all day huddle with PODs  Train on specific clients and groups of engineers focused on various industries  Triage cases  Guide team members on Pager Duty usage  Contribute to POD Manager Escalation numbers  Participate in handoff meetings with each shift  Manage POD Teams Channel’s for interdepartmental communications and escalations   Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards  Provide a weekend Summary email to leadership  Work with team to create knowledge base articles for working with clients and handling various situations  Contribute regular competency reviews for all team members   Uphold procedural requirements related but not limited to : prioritization, communication, documentation, and escalations  Continually follow best practices through the entire training and technical support process  Ability to adjust priorities and balance responsibilities in a fast-paced environment  Available to work outside of standard hours when necessary or as part of on call rotation if applicable  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  Powered by JazzHR