Service Delivery Shift Supervisor

About Us:

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer‑centric approach, and focus upon Next Gen services help us stand out among our peers. Thrive is on the look‑out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER.

If you’re attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!

As a Service Delivery Supervisor, the ideal candidate will be responsible for process ownership, case management, and quality of services delivered by a support group and will report directly to a Service Operations Manager. This person should have leadership background or ambition, combined with customer service & minor technical expertise. A problem‑solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and performance goals.

Ultimately, they should be able to ensure a positive and constructive environment while holding team members accountable to services delivered.

• Ensure team is working toward departmental goals & SLA KPIs in the most efficient and effective manner
• Maintain case visibility across business functions and ensure accountability to service standards
• Work closely with Service Operations Managers to ensure cases are handled per Thrive standards
• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
• Identify & communicate to Service Ops Manager opportunities for coaching
• Reinforce training on service delivery process & standards
• Adjust priorities and balance responsibilities in a fast‑paced environment to help engineers prioritize tasks appropriately
• Available to work outside of standard hours when necessary and possibly as part of on call rotation if applicable
• Field client escalation calls & assist with other general escalations
• Ensure ownership & accountability of high priority Incidents
• Other duties as required

• Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 1-3 years of managerial experience; call center or managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive’s service catalog
• Experience managing complex projects, clients, partners, and organizations
• ITIL certification and practice preferred
• Proven experience managing remote resources
• Strong written and verbal communication skills