Job Description

Job Description

Job Description

Salary:

Job Summary:
We are seeking an experienced IT Service Delivery Manager to join our team. The ideal candidate will be responsible for optimizing our service ticket management process, handling complex technical issues, and leading our customer support efforts. This role requires a deep understanding of various technologies, exceptional communication skills, and the ability to manage and resolve high-priority customer issues efficiently.

Key Responsibilities:

1. Lead and optimize the service ticket management process to improve efficiency and customer satisfaction.
2. Handle complex technical issues and provide expert-level support for a wide range of technologies.
3. Develop and implement strategies to improve ticket resolution times and quality.
4. Mentor and guide junior team members in ticket handling and resolution techniques.
5. Collaborate with cross-functional teams to address recurring issues and implement long-term solutions.
6. Analyze ticket data and trends to identify areas for improvement in our support processes.
7. Maintain up-to-date knowledge of supported technologies and industry best practices.
8. Build andmaintain strong relationships with key clients, understanding their needs and ensuring high levels of satisfaction.
9. Demonstrate experience in contract negotiations, service level agreements (SLAs), and vendor management.
10. Apply a strong understanding of ITIL framework and managed services best practices.
11. Implement and maintain KPIs and reporting mechanisms to track and improve service quality and operational efficiency.
12. Participate in financial performance aspects of the Managed Services Practice, including budgeting, forecasting, and profit/loss analysis.
13. Participate in on-call rotations to provide 24/7 support when needed.

Required Skills and Experience:

1. Bachelor's degree in Computer Science, Information Technology, or related field.
2. 7+ years of experience in IT support or customer service roles, with at least 3 years in a senior or leadership position.
3. Exceptional communication skills, both written and verbal, with the ability to explain complex technical concepts to both technical and non-technical audiences.
4. Strong technical knowledge and hands-on experience with the following technologies:
   • Data Domain, Dell/EMC IDPA, Power Protect, VNX
   • Cisco UCS-FI, UCS Fabric Interconnects, VBLOCK, UCS xseries, Cisco HyperFlex
   • HCI Products: VxRail, VSAN, Azure HCI
   • Storage Spaces Ready Nodes with Hyper-V and Storage Spaces Direct
   • Brocade switches
   • Nutanix NX & XC
   • Kubernetes
   • Linux operating systems and administration
5. Experience with ticket management systems and process optimization.
6. Excellent problem-solving and analytical skills.
7. Ability to work under pressure and manage multiple priorities.
8. ITIL certification preferred.

Additional Desirable Skills:

1. Experience with VMware products and virtualization technologies.

2. Knowledge of cloud technologies, particularly Azure, AWS and GCP

3. Familiarity with software-defined networking (SDN) solutions.

4. Experience in a managed services or IT consulting environment.

5. Certifications related to Kubernetes.

6. Certifications related to Linux.

This position requires the ability to work in a fast-paced environment, handle escalated customer issues, and provide leadership in improving our support processes. The ideal candidate will be passionate about technology, customer service, and continuous improvement.

Why Join Team Kalosys?

At Kalosys, you'll have the opportunity to:

1. Work with cutting-edge AI, cloud, and cybersecurity technologies.

2. Work with cutting-edge AI, cloud, and cybersecurity technologies.

3. Make a real impact on businesses across various industries.

4. Grow your expertise through partnerships with industry leaders.

5. Join a diverse team that values innovation and collaboration.

6. Contribute to meaningful projects with tangible client outcomes.

7. Enjoy a flexible remote work environment with growth opportunities.

8. Be part of a rapidly expanding company shaping the future of business.

Join us in driving digital transformation and tackling exciting challenges in the tech industry!

Company Culture at Kalosys

At Kalosys, we foster a culture of:

1. Innovation: We encourage creative thinking and embrace new ideas.

2. Collaboration: Teamwork is at the heart of our success.

3. Continuous Learning: We support professional growth and skill development.

4. Client-Centric Approach: Our clients success drives our decisions.

5. Diversity and Inclusion: We value different perspectives and experiences.

6. Work-Life Balance: We promote flexibility and employee well-being.

7. Ethical Practices: Integrity and transparency guide our operations.

Join a dynamic environment where your contributions are valued, and your potential is nurtured.

Job Tags

Similar Jobs