MSP Service Delivery Manager – Hybrid Responsibilities:
- Help lead and prioritize the support team’s workload
- Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
- Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and help improve those processes
- Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA’s, KPI’s. risks/issues)
- Act as a liaison to clients around service delivery issues
- Regularly review opportunities for team training and provide team members with coaching. Listen to team members’ feedback and resolve any issues or conflicts
- Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
- Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
- Ensure the prompt and thorough documentation of all work by the team via our ticketing system
MSP Service Delivery Manager – Hybrid Requirements:
- Minimum 3 years experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support
- Demonstrable experience both managing and working as part of an MSP team
- Experience with creating and updating SOPs (Standard Operating Procedures Experience with building and mentoring a team
- Experience with compiling service related data and reporting for review (SLA metrics and other KPI’s)
- Experience managing an issue or ticket tracking system and RMM tools
- Ability to learn new technologies and systems quickly
MSP Service Delivery Manager – Hybrid Salary & Benefits:
- Salary $115k -$130k
- 401(k) w/ 6% match
- Partial Work from Home options
- Medical/ Dental/ Life Insurance – 100% coverage
- Generous PTO
- Certification Reimbursement
*Actual salary of MSP Service Delivery Manager – Hybrid to commensurate with experience*
