Service Delivery Manager (Managed Services):

We are a leading Managed IT Services Provider dedicated to delivering innovative and reliable IT solutions and services to our clients. Our team is committed to excellence and customer satisfaction, ensuring that our clients’ IT infrastructure is robust, secure, and efficient.

We are seeking an experienced and energetic Service Delivery Manager (Managed Services) to join our team. The ideal candidate will have a strong background in IT, extensive experience with ConnectWise, and the ability to manage and prioritize service tickets of varying severity and complexity. This role requires excellent communication skills, the ability to lead and motivate an IT team, and a commitment to ensuring efficient and effective ticket resolution.

This is a full-time, permanent position with a salary range of $120k – $130k and full benefits. MSP experience is REQUIRED for the role.

Service Delivery Manager (Managed Services) Key Responsibilities:

  • Manage the service desk team and oversee daily operations.
  • Utilize ConnectWise to track, manage, and prioritize service tickets.
  • Assess the severity and complexity of incoming service tickets and delegate tasks to the appropriate team members.
  • Ensure timely and efficient resolution of service tickets.
  • Maintain high levels of communication within the IT team and with clients.
  • Follow up on open tickets to ensure progress and resolution.
  • Develop and implement service desk policies and procedures.
  • Monitor and report on service desk performance metrics.
  • Provide training and support to service desk staff.
  • Foster a positive and collaborative team environment.

Service Delivery Manager (Managed Services) Major KPIs:

  • Ticket Resolution Time: Average time taken to resolve service tickets.
  • First Response Time: Average time taken to respond to new service tickets.
  • Customer Satisfaction: Client feedback and satisfaction ratings.
  • Ticket Backlog: Number of unresolved tickets over a specified period.
  • Team Productivity: Number of tickets resolved per team member.
  • Communication Efficiency: Effectiveness of communication within the team and with clients.

Service Delivery Manager (Managed Services) Salary + Benefits:

  • $120,000 – $130,000
  • Health Insurance
  • Monthly, Quarterly and Yearly bonuses
  • 401(k) with company match