Service Delivery Supervisor (MSP)

TL;DR

Service Delivery Supervisor (MSP): Overseeing the support team in assessing, assigning, and routing cases while ensuring efficient resolution of technical issues with an accent on team leadership and KPI management. Focus on fostering a constructive learning environment, managing dashboard workflows, and maintaining high service standards across various client industries.

Location: Must be based in Clark, Philippines

Company

hirify.global is an innovative technology solutions provider specializing in cybersecurity, Microsoft 365, hybrid cloud, and managed services.

What you will do

• Manage dashboard workflows for all support PODs to ensure efficient case handling.
• Triage incoming cases and guide team members on escalation procedures and PagerDuty usage.
• Coordinate shift handoffs and assist with scheduling coverage.
• Collaborate with Service Delivery Managers to ensure adherence to company standards.
• Create and maintain knowledge base articles for client-specific situations.
• Conduct regular competency reviews and provide training for support team members.

Requirements

• Must be based in Clark, Philippines.
• 1-3 years of managerial experience, preferably in a call center or managed services environment.
• Technical subject matter expertise in MSP products and service catalogs.
• Strong written and verbal communication skills.
• Ability to balance priorities in a fast-paced environment and work outside standard hours when necessary.
• Bachelor’s degree in IT or equivalent experience.

Nice to have

• ITIL certification and practice.
• Experience managing complex projects and remote resources.

Culture & Benefits

• Focus on professional development and career growth.
• Hard-working, fast-paced environment.
• Opportunities for training and skill building.