IT Service Delivery Manager (MSP) Overview:

We are people-focused doing things a little different than traditional MSPs & MSSPs. We value ourselves on being a business partner to their clients, providing custom IT solutions to fit their needs backed by white-glove service. We provide our employees with a fulfilling work experience that encourages creativity, passion, and individual growth.

The IT Service Delivery Manager (MSP) will be the lead for everything related to Service Delivery and Operations. While a Technical background/knowledge base is required for success, most hands-on duties will be centered around internal administration of the RMM (ConnectWise), IT Glue, and various other internal tools. The main focus of the IT Service Delivery Manager (MSP) will be ensuring SLA adherence, delegating work to specific team members, and keeping tabs on project remediation tickets within the Support Queue.

IT Service Delivery Manager (MSP) Responsibilities:

  • Ensure exceptional client satisfaction is consistently delivered and maintained by Support Team members.
  • Implementation/Administration of internal technical tools, knowledge base, RMM, etc.
  • Ensure SLA-adherence, and that accurate and timely technology support and problem resolution is being delivered to our clients.
  • Serve as an occasional escalation point for technical support issues (this is not the primary focus of the role).
  • Ensure all policies and procedures are consistently followed and updated as necessary.
  • Work closely with the project manager on the hand off of projects to the support team.
  • Participate in weekly service/project meetings.

IT Service Delivery Manager (MSP) Salary + Benefits:

  • $110k – $125k (depended on experience)
  • Health, Dental, Vision
  • Paid Time Off
  • 401(k) retirement plan and match
  • Certification Reimbursement