Help Desk Supervisor

Centre Technologies•Tulsa, OK

3d•Hybrid

About The Position

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.

Requirements

Bachelor’s degree required
5+ years of hands-on leadership experience
Strong proficiency in Microsoft Office Suite
Expertise in: Windows OS, Windows Server
Microsoft administration tools (AD, DHCP, DNS, Group Policy)
Microsoft Exchange, Citrix technologies
Backup/DR strategies and system upgrades
Network infrastructure and protocols (TCP/IP, DNS, DHCP)
Enterprise hardware (Cisco, Dell, HP)

Responsibilities

Ensure quality, security, and compliance for all clients
Manage work distribution and ensure timely resolution to customer issues
Identify trends in reactive support and help drive automation and process efficiencies
Drive proactive client management and SLA adherence
Handle ticket escalation and critical issue resolution
Maintain documentation and compliance standards
Drive, manage and report on monthly and quarterly Service Desk KPIs
Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals
Support onboarding for new clients
Support team development and career growth
Participate in recruitment and selection of new team members
Review and approve time/expense entries