Service Delivery Incident Manager

Job Description

Job Title : Service Delivery Incident Manager (SDIM) Company : New Era Technology Website : www.neweratech.com Location : Remote (Work from Home) Job Type : Full-time | Permanent | EST Time Zone Coverage Experience Required : 3-5 years (Min. 2 years in a leadership role) Reports To : VP Resolution Support Services Industry : IT Services / Managed Services Team Handling : Yes About New Era Technology New Era Technology is a global technology solutions provider with over 14,500 customers worldwide. We deliver cutting-edge services and managed solutions across collaboration, data networking, security, and cloud domains. Join us in our journey of innovation and excellence. Role Overview We are looking for a highly motivated Service Delivery Incident Manager (SDIM) to lead our support services function. In this role, you’ll manage a team of IT support engineers, oversee the incident lifecycle, drive continuous improvement, and ensure client satisfaction through effective escalation management. The ideal candidate is a skilled leader with strong technical expertise and a customer-first mindset. Key Responsibilities Team Leadership Lead and mentor a team of IT support engineers Conduct 1-on-1s, manage performance, and nurture talent Foster a culture of collaboration and accountability Incident & Escalation Management Manage the entire lifecycle of incidents, from detection to resolution Prioritize and resolve critical and high-priority tickets promptly Oversee triage processes and maintain best practices in incident and problem management Client Engagement Act as the escalation point for customer issues Manage client expectations and ensure timely resolutions within SLTs Build long-term relationships with clients through consistent communication Service Optimization & Reporting Implement KPIs and dashboards to track team and service performance Identify opportunities to improve support processes and documentation Participate in process reviews and continuous improvement initiatives Technical Oversight Provide hands-on support for complex technical issues Collaborate with cross-functional teams to ensure seamless service delivery Stay updated on emerging IT trends and tools Key Skills & Competencies Strong understanding of IT support, networking, hardware, and SaaS platforms Excellent written and verbal communication skills Analytical thinker with problem-solving ability Experience with ITSM tools (ConnectWise preferred) Ability to manage shifting priorities and multitask Knowledge of ITIL practices (Certification preferred) Experience in a Managed Services Provider (MSP) environment is a big plus Qualifications Bachelor's degree in IT, Computer Science, or related field 3–5 years of IT support experience (2+ years in team leadership roles) Experience managing distributed teams remotely Work Environment & Schedule Work Model : Fully Remote (must be available during US EST hours ) Working Hours : 40 hours/week (occasional overtime & on-call rotation) Travel : Less than 10% (occasionally, if needed) Why Join Us? Be part of a global technology innovator Work in a flexible and collaborative environment Opportunity to drive meaningful change in service delivery Apply now to be a key player in building a world-class support delivery function at New Era Technology!