IT Service Delivery Manager (MSP) Responsibilities:
- Drive the highest levels of performance from each team member through coaching, training, mentoring, and attainment of performance metrics
- Manage the Help Desk team, NOC Supervisor, NOC team, and Dispatchers’ daily activities
- Develop Agendas and lead weekly recurring Meetings, Roundtables, and Ad-Hoc meetings as necessary to disseminate pertinent technical and client information to the department
- Assist in hiring and staffing decisions within the Service Desk department
- Create and run onboarding plans for new hires focusing on our approach, standards, and client base
- Develop and implement targeted training development programs for all team members
- Conduct monthly performance meetings, mentoring sessions, and individual performance evaluations for the team
- Host daily team huddles to review, reprioritize, and reassign service requests
- Participate in weekly service/project meetings
- Ensure the team responds to after-hours calls and emergencies, meeting company standards
- Review and approve the team’s time entries in CW Manage daily and weekly
IT Service Delivery Manager (MSP) Requirements:
- Must have 5+ years in a Managed Service Provider environment
- Leadership aptitude and previous experience leading/managing other techs
- Experience handling escalated tickets in an SLA-driven environment
- Experience supporting multiple clients concurrently
- Experience creating and implementing SOPs
- Hosted Exchange & O365 administration
- Windows Server 2012+, including AD, GPOs, File, DHCP, etc.
- Familiarity with Routers/Switches/Firewalls (mainly Cisco/SonicWall)
- Strong leadership potential and a desire to develop as a leader.
- Excellent organizational skills, including maintenance and design of policies and procedures, including forms, call tickets, and client service records.
- Ability to work independently or as part of a group, including direction and implementation of projects from inception to completion
IT Service Delivery Manager Benefits:
- $100,000 – $115,000
- PTO + Federal holidays off and sick leave
- Step immediately into a leadership role within the company
- IRA/401(k)
- Certification reimbursement
- Full Medical/Dental/Vision
- Partial WFH (2 days in the office)
*Salary for IT Service Delivery Manager based on experience*
