IT Service Delivery Manager in Tempe, AZ at Benchmark Electronics

Date Posted: 1/14/2020

Job Snapshot

Job Description

Job Title
IT Service Delivery Manager

Job ID(Requisition ID):

Job Summary
No calls from outside agencies or firms, applicants should apply directly online. Our IT Service Delivery Manager will manage the help desk team and provide technical support to corporate & site users. Candidate must have an aptitude for working with IT systems to perform analysis, diagnosis and resolution of technical issues, ranging from simplistic to highly complex. Must maintain a customer focused, service oriented attitude and be the leading force for global IT excellence.

Essential Functions and Competencies

•Ability to solve practical problems and carry out responsibilities under minimal supervision.
•Ability to plan and to report back to management regarding in-process projects
•Ability to organize workload for effective implementation
•Ability to function as an effective team member and to maintain a professional, helpful attitude while performing job responsibilities
•Excellent “people skills” and ability to communicate well verbally and in writing. Experience working with people at all levels of the organization and all technical skill sets.
•Strong organizational skills and Self-motivated and willing to learn new concepts, technologies and processes
Qualifications / Education / Experience

•Incident management in the event of an IT outage or IT Impact to the enterprise
•Manage IT Projects as assigned by management
•Coordinate IT communications
•Coordinate CAB meetings and follow ups
•Liaison with HR for onboarding coordination between new users and IT
•Act as Supervisor to Help Desk Technicians
•Manage Help Desk software application and monthly reporting
•Follow up with end-users to ensure customer experience excellence
•Develop and continually update training material for new and existing Help Desk staff
•Resolve escalated issues
•Manage on call scheduling for Corporate IT coverage
•Manage assigned service delivery projects and related work as required
•Perform Process improvements to enhance service delivery
•Manage IT Purchase request processing
•Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access
•Ensure Corporate Help Desk SLAs are met
•Other duties as assigned Experience working on a Help Desk team is required Bachelor’s degree in a technical or related field
Job Category
Information Systems
Job Location
Tempe, AZ, USA

Pay Type
Travel Requirement
Job Type

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