Job Description

Would you like to contribute to exciting digital transformation projects with people who are passionate about innovation? With TeamWork Management, the possibilities are endless. We are a local fast-growing company with a global reach, powered by the Swiss group TeamWork Corporate and 20 years of uninterrupted growth.

Joining our TeamWork Management subsidiary in Boston means being part of our US-based team with 60 information technology specialists in a fun environment where diversity and international talent are put forward. We offer opportunities for continuous learning, a robust benefits package, remote work flexibility, and lots of company perks!

Who are we?

TeamWork is an independent international group, founded in 1999 in Geneva by our current CEO Philippe Rey-Gorrez. We are your strategic partner in digital transformation, specializing in four core businesses: Management Consulting, SAP Business Solutions, Data Analytics and Technology Platforms. Recognized by our clients for our expertise and experience, TeamWork supports both major international groups and SMEs. TeamWork Management, the group’s US subsidiary, was created in 2017.

With US offices in Boston, Fort Lauderdale and San Diego, our approach is universal: supporting our clients in all aspects of their digital transformation projects.

Job Description

We are seeking a highly skilled and experienced Service Delivery Manager to oversee and enhance our Helpdesk and infrastructure support operations. This role requires a balance of technical expertise, leadership, and customer engagement to ensure high service quality and efficiency. The ideal candidate will provide hands-on support when needed, lead key meetings, and act as a technical referent for both Helpdesk and infrastructure-related activities.

Key Responsibilities :

• Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
• Provide hands-on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support.
• Act as a technical referent for Helpdesk and infrastructure activities (system administration, cloud computing, networking).
• Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase TeamWork’s added value.
• Set clear expectations and provide guidance to team members through effective communication.
• Travel within the U.S. to meet customers and team members when required.
• Work closely with stakeholders to continuously improve service delivery and customer satisfaction.

Qualifications

• Minimum of 5 years of experience in IT support, with strong expertise in Helpdesk and infrastructure support.
• Solid knowledge of system administration, cloud computing, and networking concepts.
• Strong communication skills with the ability to set clear expectations and lead teams effectively.
• Experience in leading service delivery meetings and presenting technical KPIs to customers.
• Ability to work hands-on in both Helpdesk and infrastructure-related activities when required

Additional Information

• Full Time Employee
• Hybrid - 2 time per week on-site
• Location: Must be based in the Miami-Fort Lauderdale-Palm Springs area to attend meetings in the Fort Lauderdale office at least twice a week.
• Willingness and ability to travel within the U.S. as needed.

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