IT Service Delivery Lead - Hybrid, Elevate Client Support

OmniCable; Houston (TX); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive Benefits Package

Job summary

OmniCable, LLC is hiring a Client Services Supervisor to join our Houston, TX or West Chester, PA offices. The role leads the client services function, manages SLAs, coordinates IT operations and applications, and drives best-in-class service delivery for OmniCable users.

The ideal candidate has 5+ years in help desk or service desk, ITIL/HDI certifications preferred, excellent communication, and a proven track record of improving customer satisfaction.

Qualifications

• Bachelor’s degree in Information Technology, Information Systems or related field preferred, or equivalent work experience.
• ITIL, HDI or similar certifications are preferred.
• Strong knowledge of ITIL/ITSM frameworks and service delivery processes.
• 5+ years in a help desk, service desk or desktop support environment; 2-5+ years in a lead/supervisory role.

Responsibilities

• Own and mature the Client Services function, raise service standards and measure performance against SLA benchmarks.
• Coordinate between IT Operations and IT Applications to align support and priorities.
• Perform root cause analysis and drive problem management for client technology issues.
• Coach and mentor junior staff, document processes, and improve customer experience.
• Maintain hardware/software documentation, track assets, and ensure timely updates to users.

Skills

Communication skills

English proficiency

Leadership

Education

Bachelor’s degree in IT or related field

Tools

Office 365/Microsoft 365

Active Directory

Windows 10/11

Job description

OmniCable, LLC is hiring a Client Services Supervisor to join our Houston, TX or West Chester, PA offices. The role leads the client services function, manages SLAs, coordinates IT operations and applications, and drives best-in-class service delivery for OmniCable users.

The ideal candidate has 5+ years in help desk or service desk, ITIL/HDI certifications preferred, excellent communication, and a proven track record of improving customer satisfaction.