TechHuman

About the Company

TechHuman The Technology Team Solutions Company Are you challenged with scaling teams in the areas of: - Data Science - IT Security - Cloud - Software Development Tech Startups to Fortune 100 Technology Leaders work with us because we help: + Build better teams with data intelligence (TechTeamiQ(tm)) + Quickly secure the right IT experts that are a custom team culture fit (ScaleSmart(tm)) + Amplify team performance to deliver projects on time and within budget (TechTeam10x(tm)) Here's what a few of our clients have to say: "You are the only partner that gets what we are looking for. You understand our team and don't just check the boxes" ~Director of Big Data - Fortune 100 Company "Your responsiveness is outstanding, I never have to wonder when you will get back to me and you always deliver on point" ~CIO - Global Healthcare Company "You guys are like an extension of our HR, we know we can trust and depend on you" ~VP of IT - Cloud Technology MSP 2022 - America's Fastest Growing Private Companies - Inc. 5000 2022 - Top 101 Cloud Management Companies - Best Startup Texas 2021- Staffing Industry Leader Excellence Award - Techserve Alliance

Listed Jobs

Company Name

TechHuman

Job Title

Service Delivery Manager

Job Description

**Job title:** Service Delivery Manager **Role Summary:** Lead a small, high‑impact Service Desk team that supports a growing client technology environment. The role blends people leadership with technical expertise: managing SLA compliance, KPI dashboards, and escalation workflows in FreshService, while owning vendor relationships and overseeing the transition to a new Service Desk‑as‑a‑Service provider. **Expectations:** - 7+ years in an IT Help Desk role with Tier 2/3 escalation experience. - 3+ years of servant‑leadership or people‑management within a Help Desk/Service Desk. - Proven proficiency in FreshService dashboard creation, metrics, and KPI management. - Strong hands‑on technical support skills, including sysadmin tasks and escalation handling. - Experience managing Service Desk SLAs and KPIs; knowledge of how to drive continuous improvement. - Leadership in onboarding or transitioning managed service providers and managing vendor performance. **Key Responsibilities:** - Recruit, mentor, and develop a small Service Desk team; set performance expectations. - Ensure timely incident response and resolution in line with agreed SLAs. - Build, maintain, and optimize FreshService dashboards, KPI reports, and operational metrics. - Oversee escalation management for critical incidents and maintain target response times. - Provide hands‑on Tier 1 support and assist with system administration and tech refresh projects. - Own relationships with the Service Desk‑as‑a‑Service provider: negotiate performance, manage onboarding, and monitor delivery. - Create and maintain SLAs, SOPs, and all service desk documentation. - Collaborate with Engineering, Services, Cloud Ops, and IT leadership to align service delivery with business needs. **Required Skills:** - Tier 2/3 Help Desk/Service Desk experience and escalation workflow mastery. - Servant‑leadership and people‑management skills. - Deep knowledge of FreshService (dashboarding, KPI tracking, reporting). - Strong technical support capabilities and hands‑on sysadmin experience. - KPI & SLA design, implementation, and tracking. - Vendor relationship management. - PowerShell scripting and Windows systems administration (nice‑to‑have). - Experience with transitioning managed service providers and supporting global/offshore teams. - Exposure to multi‑site, distributed service desk environments. **Required Education & Certifications:** - Bachelor’s degree in Information Technology, Computer Science, or related field preferred. - Certifications such as ITIL Foundation, Microsoft Certified: Azure Administrator, or similar are desirable.

San antonio, United states

Hybrid

Junior

09-01-2026