New Era Technology - Service Delivery Manager

• Provide technical guidance and support to the team, assisting with complex issues when needed. • Stay up to date with the latest industry trends and technologies, ensuring the team’s skills and knowledge remains current. • Collaborate with other departments to ensure seamless support delivery. • Ability to communicate effectively and professionally with any stakeholder. • Ability to provide clear written communication for ticket/task updates and stakeholder communication. • Ability to assess and prioritize a high volume of support work. • Take ownership and accountability for the work assigned to you or your engineering team. • Dedicated to always providing exceptional customer services. • Strong broad-based knowledge of hardware, operating systems (client and server), applications/networking products, Networking hardware, connectivity, and SaaS • Leadership skills with the ability to motivate, collaborate, and build an exceptional support team. • Flexible and adaptable to change. • Bachelor’s degree in information technology, Computer Science, or a related field. • Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role. • Strong technical background with knowledge of a wide range of IT systems and technologies. • Excellent leadership and team management skills. • Exceptional customer service and client management abilities. • Strong analytical and problem-solving skills. • Excellent communication and people skills. • Strong experience using ticketing systems (ConnectWise preferable) • Experience with Managed Service Providers (MSP) a big plus. • PREFERRED CERTIFICATIONS: • ITIL certification is a plus. • Technical certifications are a plus. • EXPECTED HOURS OF WORK: • Full-time position working 40 hours per week. Overtime hours may be Most work is • On-Call work is required for escalation on an occasional rotation. • Physical Demands: • Physical Demands: • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. • Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. • Must be able to manage multiple priorities. • May sit for extended periods of time. • May be required to work flexible schedules; eg; nights and/or weekends. • TRAVEL: Travel is required, but only occasionally, and is less than 10%. • TRAVEL: • QUALIFICATIONS:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. • This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. • EEO/AA Statement • New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. • In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. • Below is the pay range of this position for considered candidates based on qualifications and experience. • $95,000—$100,000 USD • New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”). • View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/ • We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] . • @neweratech.com