Service Delivery Manager – Cloud MSP

We are a leading IT consulting and cloud-managed services provider (MSP) based in New York, serving businesses across the Tri-State area. Our expertise spans IT infrastructure setup, network management, cybersecurity, cloud computing, and data backup—delivering reliable, cutting-edge technology solutions tailored to our clients’ needs.

At our core, we believe in fostering a collaborative and autonomous work environment where passionate engineers can thrive. Our team is dedicated to providing top-tier IT services, ensuring businesses run smoothly, securely, and efficiently.

With a commitment to innovation, customer satisfaction, and technical excellence, we empower organizations with the tools and support they need to succeed in today’s fast-paced digital landscape.

Service Delivery Manager – Cloud MSP
Location: Oceanside, NY (In-Person Required)

About the Role

As the Service Delivery Manager, you’ll act as the “air traffic controller” of the team—managing workflows, troubleshooting issues, and ensuring top-tier service delivery. You’ll work closely with technicians, streamline processes, and maintain high customer satisfaction in a dynamic, collaborative environment.

Key Responsibilities

  • Oversee ticket flow to ensure timely resolution.
  • Manage emails, ticketing systems, dashboards, and team workflows.
  • Collaborate with technicians to provide real-time support and guidance.
  • Ensure high customer satisfaction by delivering exceptional IT services.
  • Manage help desk operations and troubleshoot technical issues.
  • Assess service delivery regularly and recommend improvements.
  • Train and support team members on service and technical best practices.

What You Bring

  • Proven experience in IT service management or technical support in a fast-paced environment.
  • Strong understanding of IT infrastructure (hardware, software, networks).
  • Excellent multitasking and prioritization skills.
  • Experience with help desk operations and ticketing systems (e.g., ConnectWise).
  • Exceptional customer service and communication skills.
  • Strong organizational skills and attention to detail.
  • A proactive, problem-solving mindset with the ability to work independently and collaboratively.

Compensation & Benefits

  • Salary: $105K–$115K (based on experience).
  • 401(k) with matching contributions.
  • Comprehensive health, dental, vision, and life insurance.
  • Paid time off.