IT MSP Supervisor, Service Delivery

Thrive; Capas; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Thrive is seeking a Service Delivery Supervisor to lead the Support team, oversee case assessment, routing, and escalation handling while driving KPIs and learning goals. The role emphasizes leadership, customer service excellence, and technical familiarity with Thrive’s MSP offerings.

The ideal candidate will manage remote resources, coordinate with POD Managers, and ensure adherence to Thrive standards. Strong communication and project coordination skills are essential for success.

Qualifications

• Bachelor’s degree in IT or a related field.
• 1-3 years managerial experience in call center or MSP settings.
• Technical SME on Thrive MSP products.
• Experience managing complex projects, clients, and partners.
• ITIL certification is preferred.
• Strong written and verbal communication skills.

Responsibilities

• Oversee Support team in assessing, assigning cases, routing escalations.
• Lead KPI achievement and foster a constructive learning environment.
• Ensure cases are handled per Thrive standards and processes.
• Provide weekend summary emails to leadership and coordinate handoffs.
• Manage dashboards for all PODs and support channels; support scheduling.
• Collaborate with Service Delivery Managers to align priorities and escalations.
• Develop knowledge base articles for client interactions and issue handling.
• Perform regular competency reviews and ensure proper documentation.

Skills

Leadership

Customer service

Communication skills

Remote team management

Project coordination

Education

Bachelor’s Degree in Information Technology or related discipline

Tools

ITIL certification

Job description

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background 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 learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Primary Responsibilities

• Ensure team is working toward departmental goals in the most efficient and effective manner including:
• Dashboard Management for all PODs
• Assist with scheduling coverage
• Join all day huddle with PODs
• Train on specific clients and groups of engineers focused on various industries
• Triage cases
• Guide team members on Pager Duty usage
• Contribute to POD Manager Escalation numbers
• Participate in handoff meetings with each shift
• Manage POD Teams Channel’s for interdepartmental communications and escalations
• Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards
• Provide a weekend Summary email to leadership
• Work with team to create knowledge base articles for working with clients and handling various situations
• Contribute regular competency reviews for all team members
• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
• Continually follow best practices through the entire training and technical support process
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Available to work outside of standard hours when necessary or as part of on call rotation if applicable
• Other duties as required

Qualifications

• 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