Help Desk Supervisor

Company Culture

At Centre, our diverse workforce drives innovation and success. We foster a collaborative environment where consultants work together to deliver tailored IT solutions that meet our clients’ unique business needs.

• Hybrid work options, paid time off, and holidays

• Comprehensive medical, dental, and vision coverage

• 401(k) with employer match

• Professional growth opportunities in a stable, team-oriented environment

The Service Delivery Manager ensures exceptional service quality for our managed services clients. This role leads a team of consultants, establishes best practices, and drives continuous improvement in service delivery. You’ll help define team skills, processes, and tools, ensuring efficiency and client satisfaction. As a key member of the management team, you’ll contribute to business planning and collaboration.

• Ensure quality, security, and compliance for all clients

• Manage work distribution and ensure timely resolution to customer issues

• Identify trends in reactive support and help drive automation and process efficiencies

• Drive proactive client management and SLA adherence

• Handle ticket escalation and critical issue resolution

• Maintain documentation and compliance standards

• Drive, manage and report on monthly and quarterly Service Desk KPIs

• Manage deployment, maintenance, and upgrades of systems and tools including servers, workstations, operating systems, hardware, software and peripherals

• Support onboarding for new clients

• Support team development and career growth

• Participate in recruitment and selection of new team members

• Review and approve time/expense entries

• Bachelor’s degree required

• 5+ years of hands‑on leadership experience

• Strong proficiency in Microsoft Office Suite

• Expertise in:

• Windows OS, Windows Server

• Microsoft administration tools (AD, DHCP, DNS, Group Policy)

• Microsoft Exchange, Citrix technologies

• Backup/DR strategies and system upgrades

• Network infrastructure and protocols (TCP/IP, DNS, DHCP)

• Enterprise hardware (Cisco, Dell, HP)