Offer summary

Qualifications:

Bachelor's degree in IT, Computer Science, or related field., 3-5 years of IT support experience, with at least 2 years in team leadership roles., Strong understanding of IT support, networking, hardware, and SaaS platforms., Experience with ITSM tools and knowledge of ITIL practices preferred..

Key responsibilities:

Lead and mentor a team of IT support engineers, managing performance and fostering collaboration.

Oversee the entire incident lifecycle, ensuring timely resolution of critical issues.

Act as the escalation point for customer issues and manage client expectations effectively.

Implement KPIs and participate in continuous improvement initiatives to optimize service delivery.

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Job Title: Service Delivery Incident Manager (SDIM)

Company: New Era Technology

Website: www.neweratech.com

Location: Remote (Work from Home)

Job Type: Full-time | Permanent | EST Time Zone Coverage

Experience Required: 3-5 years (Min. 2 years in a leadership role)

Reports To: VP Resolution Support Services

Industry: IT Services / Managed Services

Team Handling: Yes

About New Era Technology

New Era Technology is a global technology solutions provider with over 14,500 customers worldwide. We deliver cutting-edge services and managed solutions across collaboration, data networking, security, and cloud domains. Join us in our journey of innovation and excellence.

Role Overview

We are looking for a highly motivated Service Delivery Incident Manager (SDIM) to lead our support services function. In this role, youll manage a team of IT support engineers, oversee the incident lifecycle, drive continuous improvement, and ensure client satisfaction through effective escalation management. The ideal candidate is a skilled leader with strong technical expertise and a customer-first mindset.

Key Responsibilities

🔹 Team Leadership

Lead and mentor a team of IT support engineers
Conduct 1-on-1s, manage performance, and nurture talent
Foster a culture of collaboration and accountability

🔹 Incident & Escalation Management

Manage the entire lifecycle of incidents, from detection to resolution
Prioritize and resolve critical and high-priority tickets promptly
Oversee triage processes and maintain best practices in incident and problem management

🔹 Client Engagement

Act as the escalation point for customer issues
Manage client expectations and ensure timely resolutions within SLTs
Build long-term relationships with clients through consistent communication

🔹 Service Optimization & Reporting

Implement KPIs and dashboards to track team and service performance
Identify opportunities to improve support processes and documentation
Participate in process reviews and continuous improvement initiatives

🔹 Technical Oversight

Provide hands-on support for complex technical issues
Collaborate with cross-functional teams to ensure seamless service delivery
Stay updated on emerging IT trends and tools

Key Skills & Competencies

Strong understanding of IT support, networking, hardware, and SaaS platforms
Excellent written and verbal communication skills
Analytical thinker with problem-solving ability
Experience with ITSM tools (ConnectWise preferred)
Ability to manage shifting priorities and multitask
Knowledge of ITIL practices (Certification preferred)
Experience in a Managed Services Provider (MSP) environment is a big plus

Qualifications

Bachelor's degree in IT, Computer Science, or related field
3-5 years of IT support experience (2+ years in team leadership roles)
Experience managing distributed teams remotely

Work Environment & Schedule

Work Model: Fully Remote (must be available during US EST hours)
Working Hours: 40 hours/week (occasional overtime & on-call rotation)
Travel: Less than 10% (occasionally, if needed)

Why Join Us?

Be part of a global technology innovator
Work in a flexible and collaborative environment
Opportunity to drive meaningful change in service delivery

Apply now to be a key player in building a world-class support delivery function at New Era Technology

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

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