Service Delivery Manager - IT Support

About Toyota Tsusho Systems US, Inc.

Established in 2011, Toyota Tsusho Systems US, Inc. (TTS-US) is a part of the Toyota group that specializes in IT, cybersecurity, and technology solutions. Our mission is to support Toyota's global business activities by securing its global value chain and expanding capabilities in areas such as cybersecurity, IT consulting, project support, and enterprise solutions. TTS-US operates alongside eight worldwide affiliates.

Role Overview

We are seeking an IT Support Service Delivery Manager who will oversee daily operations of the IT support team, acting as the primary point of contact for customers. This role ensures efficient and uninterrupted IT system and service operations, delivering timely, high-quality internal and external customer support. The position requires coverage of an 8-hour business day service desk and an 8-hour on-call operation, including availability on shifts during holidays, weekends, and evenings if critical incidents arise. Leadership and guidance of onsite and remote teams, escalation management, and customer satisfaction are key responsibilities.

Key Responsibilities

• Lead, mentor, and motivate a team consisting of one network engineer and four service desk staff (including subcontractors) working onsite, alongside remote backend infrastructure and endpoint support engineers.
• Clearly define and communicate service deliverables to both internal teams and external customers.
• Monitor and report on the performance and availability of IT infrastructure, networks, and applications.
• Manage IT support tickets efficiently, ensuring resolution within agreed service level agreements (SLAs).
• Coordinate and collaborate with other IT departments and vendors, including remote personnel, to provide comprehensive IT support and solutions.
• Create and enforce IT policies, procedures, and best practices for the support team and users.
• Identify IT risks and issues, implementing improvement actions and prevention strategies.
• Offer technical guidance and training to the support team and users, keeping them updated on the latest IT developments.
• Conduct reporting and analysis of key performance indicators (KPIs) and SLAs, delivering regular and ad-hoc reports including incident summaries to management and customers.
• Oversee IT projects by planning resources, monitoring progress, and ensuring successful and timely completion.
• Serve as the escalation point to resolve critical service delivery issues and manage complaint resolutions to ensure customer satisfaction and retention.
• Promote continuous improvement and innovation to enhance IT service quality and operational efficiency.

Candidate Requirements

• Bachelor’s degree in computer science, information technology, or a related discipline, or equivalent professional experience.
• A minimum of seven years in IT support, service desk, or network administration, including at least two years in a service delivery or management role.
• Comprehensive knowledge of IT infrastructure, networks, and applications, with expertise in Windows, Linux, Active Directory, Office 365, Exchange, SharePoint, Cisco technologies, and cloud platforms.
• Exceptional communication and interpersonal skills to interact effectively with stakeholders across various levels both verbally and in writing.
• Strong analytical, problem-solving, and decision-making abilities, capable of swiftly resolving complex IT challenges.
• Demonstrated experience in continuous improvement efforts focused on operational efficiency, service quality, and governance compliance within IT infrastructure.
• Excellent leadership, coaching, behavioral reinforcement, organizational, and analytical abilities.
• Highly organized and detail-driven, self-motivated, capable of independently managing tasks and working collaboratively within teams.
• Adaptable and flexible, able to perform well under pressure and manage shifting priorities.
• Preferred certifications include ITIL, CompTIA, Microsoft, and Cisco qualifications.

Additional Information

• This is a full-time, 100% onsite position despite the original remote employment type context.
• The role involves shift work, including potential availability during holidays, weekends, and evenings in case of severe incidents.