• Help Desk Supervisor

    Centre Technologies (Tulsa, OK)


    We are excited to announce that we are expanding our team and adding a new Service Delivery Manager based in Tulsa, OK.

     

    Company Culture

     

    At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.

    Benefits

    + Hybrid work options, paid time off, and holidays

    + Comprehensive medical, dental, and vision coverage

    + 401(k) with employer match

    + Professional growth opportunities in a stable, team-oriented environment

     

    Position: Service Delivery Manager

     

    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.

    Key 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

    Qualifications

    + 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)

     

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