Join New Era Technology, where People Firstis at the heart of everything we do. With a global team of over 4,500 professionals, were committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.At New Era, youll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of worktogether.Job Title : Service Delivery Incident Manager (SDIM)Experience Required : 3-5 years (Min. 2 years in a leadership role)Reports To : VP Resolution Support ServicesAbout New Era TechnologyNew Era Technology is a global technology solutions provider with over 14,500 customers worldwide. We deliver cutting-edge services and managed solutions across collaboration, data networking, security, and cloud domains. Join us in our journey of innovation and excellence.Role OverviewWe are looking for a highly motivated Service Delivery Incident Manager (SDIM) to lead our support services function. In this role, youll manage a team of IT support engineers, oversee the incident lifecycle, drive continuous improvement, and ensure client satisfaction through effective escalation management. The ideal candidate is a skilled leader with strong technical expertise and a customer-first mindset.Key ResponsibilitiesLead and mentor a team of IT support engineersConduct 1-on-1s, manage performance, and nurture talentFoster a culture of collaboration and accountabilityManage the entire lifecycle of incidents, from detection to resolutionPrioritize and resolve critical and high-priority tickets promptlyOversee triage processes and maintain best practices in incident and problem managementAct as the escalation point for customer issuesManage client expectations and ensure timely resolutions within SLTsBuild long-term relationships with clients through consistent communicationImplement KPIs and dashboards to track team and service performanceIdentify opportunities to improve support processes and documentationParticipate in process reviews and continuous improvement initiativesProvide hands-on support for complex technical issuesCollaborate with cross-functional teams to ensure seamless service deliveryStay updated on emerging IT trends and toolsStrong understanding of IT support, networking, hardware, and SaaS platformsExcellent written and verbal communication skillsAnalytical thinker with problem-solving abilityExperience with ITSM tools (ConnectWise preferred)Ability to manage shifting priorities and multitaskKnowledge of ITIL practices (Certification preferred)Experience in a Managed Services Provider (MSP) environment is a big plusQualificationsBachelor''s degree in IT, Computer Science, or related field3-5 years of IT support experience (2+ years in team leadership roles)Experience managing distributed teams remotelyWork Model : Fully Remote (must be available during US EST hours )Working Hours : 40 hours/week (occasional overtime & on-call rotation)Travel : Less than 10% (occasionally, if needed)Why Join Us?Be part of a global technology innovatorWork in a flexible and collaborative environmentOpportunity to drive meaningful change in service deliveryApply now to be a key player in building a world-class support delivery function at New Era TechnologyNew Era Technology, Inc., 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 file types: pdf, doc, docx, txt, rtfAre you in a commutable distance to CITY, STATE? * Select...Do you have a minimum of ____ years of related experience for this role? * Select...Does the pay range of $XX to $XX match your expectations? * #J-18808-Ljbffr
Job Title
Service Delivery Incident Manager