Supervisor, Service Delivery – Dataprise

Job Description

About the role: The Service Delivery Supervisor plays a crucial role in providing day-to-day IT operational services to Dataprise customers. The ideal candidate has strong hands-on technical experience with a keen business sense, exceptional customer service and communication skills, highly organized and strong leadership skills.

Why Dataprise?
• An employee-focused organization with a “work hard/play hard” culture including a unified mission, strong relationships, and opportunities to build a career.
• Exponential growth opportunity through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees.
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program.
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays, and 3-5 weeks of flexible PTO.
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match.
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.

What You’ll Do:
• Provide oversight and coordinate the efforts of on-site and remote technical staff to ensure the day-to-day operations are in alignment with the overall strategy and mission of the organization.
• Work with clients and technical staff to leverage the technology already in place to improve efficiency, reliability, and utility.
• Identify opportunities for improvements in infrastructure or services and collaborate with appropriate Dataprise teams to deliver recommendations to clients.
• Assist in the management of technology-related vendors such as internet service providers, copy and print vendors, line of business application vendors, and other service providers.
• Manage the procurement of hardware, software, and other technology services that we recommend, or as requested by client.
• Travel to local customer sites to provide scheduled network maintenance, address outstanding concerns, and aid with project implementations and consulting when appropriate.
• Provide scheduled reporting consolidating your recommendations and information to provide a high level of value, data, and information to our clients and to the enterprise service delivery manager.
• Perform regular trend analysis and help clients identify and plan for remediating lingering issues associated with their technology.
• Coordinate and facilitate scheduled meetings with client Point of Contact (POC) to discuss operational performance.
• Interacting with clients daily, and effectively communicating with management.
• Organize and track technical operations actions and issues to share with
• Providing on-call/after-hours work when necessary.
• Contribute to standards (“best practices”) development and documentation.

What Skills & Experience You’ll Need:
• 4+ years proven experience in operational management of multi-faceted delivery team(s).
• Strong understanding and experience in operating within IT Service Management and IT Governance frameworks such as ITIL 4.0.
• Strong strategic thinking skills, business acumen, creativity, and passion for providing high level strategic consulting to an assigned set of corporate and enterprise clients.
• Experience working in a client facing role and can provide outstanding service and support.
• Experience managing a team of technical resources.
• The ability to multi-task and manage time well, staying on top of multiple priorities at once.
• Proven capacity to intervene in challenging technical and operational situations, determine best possible outcome, and work collaboratively with others to achieve it.
• Adept at communicating with internal and external clients so that all parties are provided with timely updates on deliverables.
• A passion for staying on top of cutting-edge technology and hands-on experience with the latest versions of the following technologies: Microsoft Cloud Services (Microsoft 365), Firewalls (SonicWall, Watchguard, Cisco Meraki), DNS, DHCP, VMWare, heterogeneous LAN environments.
• MCSE/MCITP and a Bachelor’s degree (or equivalent work experience) in a related field.
• Leadership skills and the desire to manage or mentor systems administrators and network engineers.

Service Delivery Supervisor Success Factors:
• Assigned customer satisfaction and retention.
• Service improvement and optimization through service trend analysis and remediation recommendations.
• The identification of new recurring, project, and product revenue from their assigned customer base.
• The number of pipeline opportunities identified and converted to revenue.
• The outcomes of assigned opportunities for improvement (e.g., CSAT improvement, risk mitigation, and the reduction in resource requirements for fixed price support)
• Individual utilization, and the utilization of assigned Dataprise technical onsite contracted resources, if applicable.
• Service Delivery Supervisor will be expected to grow his/her technical and managerial skillsets through regular continuing education, such as partner certifications (e.g., ITIL, Microsoft, Dell, VMware) and attending role-based seminars.

Compensation:
• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is: $80,000-90,000(NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).

Dataprise Diversity Commitment:At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

Dataprise is an Equal Opportunity Employer.