# IT MSP Supervisor, Service Delivery

**Company:** [Thrive](http://jobs.workable.com/companies/8R7yxW6u1JJfoUiUAEMTEk.md)
**Location:** Clark Global City, Philippines
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Managed Services

[Apply for this job](http://jobs.workable.com/view/d6d6f970-b45e-4b15-a098-9b22594ff9fe)

## Description

**Position Overview**

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members. 

  
**Primary Responsibilities**

-   Ensure team is working toward departmental goals in the most efficient and effective manner including: 

-   Dashboard Management for all PODs 

-   Assist with scheduling coverage 

-   Join all day huddle with PODs 

-   Train on specific clients and groups of engineers focused on various industries 

-   Triage cases 

-   Guide team members on Pager Duty usage 

-   Contribute to POD Manager Escalation numbers 

-   Participate in handoff meetings with each shift 

-   Manage POD Teams Channel’s for interdepartmental communications and escalations  

-   Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards 

-   Provide a weekend Summary email to leadership 

-   Work with team to create knowledge base articles for working with clients and handling various situations 

-   Contribute regular competency reviews for all team members  

-   Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations 

-   Continually follow best practices through the entire training and technical support process 

-   Ability to adjust priorities and balance responsibilities in a fast-paced environment 

-   Available to work outside of standard hours when necessary or as part of on call rotation if applicable 

-   Other duties as required

## Requirements

**Qualifications**

-   Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience 

-   1-3 years of managerial experience; call center or managed services experience preferred 

-   Technical subject matter expert on MSP products as they relate to Thrive’s service catalog 

-   Experience managing complex projects, clients, partners, and organizations 

-   ITIL certification and practice preferred 

-   Proven experience managing remote resources  

-   Strong written and verbal communication skills