IT Service Delivery Manager

Do you have a strong interest in service delivery and enjoy translating complex information into actionable insights? Join Legal Services of New Jersey as our IT Service Delivery Manager! You'll play a critical role in overseeing our Help Desk operations, managing a team of 5 IT Support Technicians, ensuring the delivery of support services and solutions to our statewide network of Legal Services providers. Stay informed about emerging technologies, manage staff development programs, and collaborate with internal and external stakeholders to enhance IT service delivery. No prior IT service delivery management experience required, but a technology background, passion for learning, strong communication skills, and a collaborative spirit are essential. 

This position is overseen by the Chief Technology Officer and will work closely with other senior tech staff. Our environment consists of a statewide network with 23 locations and over 650 users throughout New Jersey. Our IT environment includes Windows Enterprise solutions (Exchange 2016/Exchange Online, Windows Server 2016/2019, SCCM, Windows 10, Office 2016/M365, Microsoft Deployment Toolkit), VMWare, Converged Infrastructure, Enterprise Networking Solutions, VoIP Infrastructure, Network Faxing, SAN, VPN Services, Firewall, Zoom, Docker, Rancher, GIT, and Microsoft Team Foundation Server.

PRIMARY RESPONSIBILITIES

• Manage a team of 5 IT Support Technicians

• Oversee resolution of incidents and problems, ensuring timely and effective resolution.

• Manage workload distribution among Help Desk team members; monitoring staff scheduling 

• Establish, monitor, and maintain Help Desk performance; audit closed issues 

• Monitor Help Desk analytics, and identify patterns and opportunities to enhance service delivery.

• Lead Help Desk projects and initiatives, ensuring execution and closeout.

• Assist in the development and implementation of efficient IT processes, policies, and controls. Maintain documentation of processes, procedures, and findings.

• Maintain oversight of IT supplies inventory, including hardware, software licenses, and other essential items. Collaborate with procurement and finance teams to manage procurement processes and track expenditures related to IT supplies.

• Develop and implement inventory control procedures to optimize inventory levels, minimize waste, and reduce costs.

• Draft statewide IT communications related to emergent situations, updates, system maintenance, and other IT related information.

• May be called upon to work outside of normal hours during emergencies.

REQUIRED SKILLS AND QUALIFICATIONS

• 2 years in a management position leading, coordinating, and overseeing teams and operations.

• 2 years of customer service experience.

• An understanding of IT infrastructure and systems, and ability to adapt to evolving technologies.

• Strong attention to detail in analyzing IT trends and reports.

• Excellent written and verbal communication skills.

• Have the dexterity, mobility, and strength to view the back of devices, navigate data centers and office spaces, trace lines, and install equipment such as computers and printers. 

• Must be capable of lifting up to 50lbs.

Legal Services of New Jersey’s IT department provides an excellent work environment, with the opportunity for growth across a variety of modern technology platforms. Salary is competitive with comparable for-profit environments, commensurate with skills alignment for the position. 

We also offer a generous benefits package including medical, dental, and vision for employees and dependents, life insurance, long-term disability, and a 401K tax-deferred compensation plan.