We are a Managed Services Provider that supports clients locally and globally. We were named in the MSP 501 list for the 6th consecutive year! Our success is built upon providing clients with world class service and creating an internal environment that allows our team to pursue what they are passionate about. We offer full health/dental/vision insurance, 401(K) with a match, hybrid WFH schedules, trainings, conferences, certification reimbursement, and more.

We are seeking a Service Delivery Manager (MSP) with previous experience managing MSPs teams of at least 20 people. The Service Delivery Manager (MSP) will oversee a team of 50 technicians/engineers. The Service Delivery Manager (MSP) is responsible for overseeing the day-to-day activities of the service desk and Engineering teams to ensure client satisfaction.

Service Delivery Manager (MSP) Responsibilities:

  • Help lead and prioritize the support team and Engineering teams 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
  • Suggest and organize team building activities
  • 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 prompt and thorough documentation of all work by the team via our ticketing system
  • Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.

Service Delivery Manager (MSP) Salary + Benefits:

  • $130,000 – $150,00
  • Health, Dental, and Vision Insurance
  • Life & Disability Insurance
  • Hybrid WFH (4 days at home)
  • 401(k) with 3% match
  • PTO
  • Paid Trainings
  • Certification Reimbursement