Service Delivery Manager – MSP| Santa Fe Springs, CA

Location: Santa Fe Springs, CA
Compensation: $115,000–$125,000, based on experience

Join a well-established Managed Service Provider with over 20 years of success supporting small and mid-sized businesses with top-tier IT and cybersecurity solutions. We’re seeking a Service Delivery Manager to lead the performance and operations of our technical support team, ensuring exceptional service delivery, operational efficiency, and strong client relationships.

What You’ll Do:

  • Lead day-to-day service delivery across the help desk and field teams

  • Monitor ticket flow and SLA compliance using Autotask (or similar PSA)

  • Review and audit tickets for quality and resolution accuracy

  • Analyze trends in overdue tickets and coordinate solutions with staff

  • Oversee billing dispute resolution and time entry approvals

  • Manage service contracts and renewals through PSA tools

  • Support hiring, onboarding, and mentoring of Tier 1 and Tier 2 team members

  • Track KPIs, generate reports, and present performance updates to leadership

  • Act as a key escalation point for clients and internal teams

  • Optimize workflow processes and ensure SOPs and compliance standards are followed

  • Collaborate with vendors and oversee usage of MSP tools (RMM, PSA, EDR)

What You’ll Bring:

  • 3+ years of experience in an MSP environment or similar high-demand tech role

  • Proficiency with PSA platforms like Autotask or ConnectWise

  • Strong leadership skills and ability to mentor technical staff

  • Solid understanding of SLAs, ticketing processes, and technical operations

  • Familiarity with cybersecurity frameworks (e.g., NIST, SOC 2)

  • Excellent communication, documentation, and client service skills

  • Experience in contract and time management, with attention to detail

  • Passion for building great teams and delivering outstanding IT service

Perks & Benefits:

  • Health, dental, and vision coverage with multiple plan options

  • 401(k) with 4% company match

  • PTO, paid sick time, and paid holidays

  • Certification reimbursement & career advancement support

  • Frequent performance check-ins and growth-focused conversations

  • Mileage reimbursement for local travel

  • Life insurance and optional supplemental benefits

  • Inclusive culture: 38% of our team are women in tech

  • Team appreciation events, community give-back days, and wellness initiatives

If you’re a hands-on leader ready to make a real impact in a collaborative and forward-thinking MSP environment, we’d love to hear from you.

#AL111