Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin. We serve government agencies, municipalities, manufacturing firms, and highly regulated businesses with secure, transparent, high-quality technical solutions. We are looking for a hands-on, client-focused Service Delivery Manager to oversee IT service delivery and ensure operational excellence through the delivery of high-quality, responsive support to our customers. This is an on-site opportunity located in Kaukauna, WI.
We’ll provide:
Generous benefits package including health/dental/vision insurance, PTO, and Simple IRA
Quarterly Incentive opportunities
Additional perks including a gym membership and IT training reimbursement
Predictable set schedule of 7:45am - 4:45pm to help promote work/life balance
A collaborative environment that provides feedback on a regular basis
Salary of $70k+ based on experience
What you’ll do:
Oversee day-to-day service operations, drive process improvement initiatives, and collaborate closely with projects to ensure legendary client experiences
Monitor service delivery against SLAs, analyze metrics, and ensure compliance using tools and SOPs
Ensure managed environments are fully maintained with appropriately supported updates, patches and/or service packs in line with system maintenance policies
Monitor ticket queues and assign work to team members, and ensure escalation procedures are followed
Lead and support the IT Service Teams by providing resources, coaching, and professional development.
Oversee scheduling, timesheets, on-call rotations, and vacation requests
Act as an escalation point for client interactions as needed to direct to the appropriate operational resources
Complete post incident investigation and reporting for internal and client facing perspectives and action plans for future prevention of further incidents
Skills You’ll Need:
Proven work experience as a Service Delivery Manager or similar role that involved coaching, developing and motivating staff
Strong leadership and team management skills with a focus on accountability and process adherence
Experience driving KPI’s/metrics/allocating resources
Strong understanding of computer systems, mobile devices, network infrastructure and other IT related services
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