Help Desk Supervisor

Tulsa, OK
Full Time
Manager/Supervisor

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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