Supervisor, Service Delivery - IT Operations

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

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