Service Delivery Manager

Job description

Necco has an opportunity for a career as a Service Delivery Manager . The Service Delivery Manager ensures that the systems our staff rely on become a seamless extension of the care we provide. This role is responsible for delivering reliable technology operations and a high-quality, user-centered support experience across the organization. This leader operates with urgency, empathy, and technical excellence- supporting staff in high-demand environments so they can remain focused on serving children, young adults, and families. The candidate selected will be responsible for the following: Service Delivery & User Support - Lead daily help desk operations, including ticket intake, triage, resolution, and escalation, with a strong sense of ownership and urgency - Ensure timely, clear, and empathetic support for staff, particularly those in high-stress, client-facing roles - Monitor and actively manage ticket backlog, response times, and resolution performance to drive continuous improvement - Establish and maintain simple, effective, and scalable support processes - Identify and resolve operational gaps impacting the overall user experience Technical Operations & Infrastructure: - Pro...