Computer Aid, Inc.

Service Delivery Leader - Service Desk

Location US-DE-Newark
Employment Type
Experience Level
Mid Level

Position Description/Responsibilities (CCC/Vendor)

Service Delivery Leader - Service Desk  

CAI is actively pursuing a Service Desk Delivery Leader to work out of the Service Desk Delivery Center located in Newark, DE.  CAI is looking for aggressive, customer focused leader to support multiple clients.


Responsibilities Include:

  • Manage the Service Desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support Service Desk analysts
  • Execute specific customer service standards
  • Execute best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on Service Desk team’s productivity
  • Provide customer feedback to other support teams, stakeholders etc.

Position Requirements/Technical Skills (CCC/Vendor)


  • Proven work experience as a Service Desk manager is preferred
  • Hands on experience with Service Desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Experience or desire to participate in personnel management
  • Desire to work in a fast paced delivery center
  • BSc degree in Computer Science, Information Technology or relevant field
  • ITIL Experience and/or v3 ITIL Certification
  • Experience with Service Now and/or other ITSM tools

Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.  
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. 


CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.


For more information on our professionals, services, and industries we support, please see our website

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