Service Delivery Supervisor - IT Operations & Support

Thrive; Clark City (MO); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Thrive is seeking a Service Delivery Supervisor in Missouri to lead the Support team, oversee case assessment and escalation routing, and drive KPI targets. This role requires customer-centric leadership with a blend of technical know-how, process improvement, and strong communication to foster a positive learning environment for engineers and clients alike.

The ideal candidate has 1–3 years of managerial experience in a call center or managed services setting, plus ITIL knowledge and a track

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 1–3 years of managerial experience in call center or managed services.
• ITIL certification and practice preferred.
• Experience managing complex projects, clients, partners, and organizations.
• Strong written and verbal communication skills.
• Technical SME on MSP products related to Thrive’s service catalog.
• Experience managing remote resources.

Responsibilities

• Oversee Support team to assess and assign cases and route escalations.
• Maintain KPI-driven learning goals and foster a constructive team environment.
• Dashboard management for all PODs and scheduling coverage.
• Join daily huddles with PODs and provide training for clients and engineers.
• Triage cases and guide team on Pager Duty usage.
• Participate in handoffs and escalations, coordinating with Service Delivery Managers.

Skills

Leadership

Remote team management

Communication

Process improvement

Customer service mindset

Education

Bachelor’s Degree in Information Technology or related discipline

ITIL certification

Job description

Thrive is seeking a Service Delivery Supervisor in Missouri to lead the Support team, oversee case assessment and escalation routing, and drive KPI targets. This role requires customer-centric leadership with a blend of technical know-how, process improvement, and strong communication to foster a positive learning environment for engineers and clients alike.

The ideal candidate has 1–3 years of managerial experience in a call center or managed services setting, plus ITIL knowledge and a track