Service Delivery Manager (MSP Team):

We are fast-growing Managed Service Provider (MSP) is seeking a dynamic Service Delivery Manager (MSP Team) to lead and optimize our IT support operations. This role is ideal for a seasoned MSP professional who thrives in leadership, process improvement, and client relations while maintaining hands-on expertise in troubleshooting and service management.

The Service Delivery Manager (MSP Team) will oversee the service desk, mentor technical staff, and refine operational processes to ensure efficient and high-quality IT support. This role combines technical proficiency, strategic oversight, and a commitment to service excellence.

Service Delivery Manager (MSP Team) Key Responsibilities:

  • Service Desk Leadership – Guide and mentor the technical team, ensuring best practices in ticket resolution, escalation management, and thorough documentation
  • Technical Escalation & Troubleshooting – Manage high-level escalations, conduct root cause analysis, and provide client-facing solutions.
  • Process Optimization – Develop, implement, and refine SLAs, SOPs, and KPIs to improve service efficiency and consistency.
  • Client Relationship Management – Serve as a key point of contact for strategic client discussions, proactively assessing IT needs and ensuring alignment with business goals.
  • Cross-Department Collaboration – Work closely with the engineering team to ensure back-end operations align with client-facing services.
  • Technology & Tool Management – Optimize RMM, PSA, and documentation platforms, with preference for experience in Kaseya/Autotask and automation tools.

Service Delivery Manager (MSP Team) Qualifications:

  • 2+ years of IT experience in an MSP environment.
  • Proven leadership or mentorship experience in a technical setting.
  • Strong organizational skills with a passion for process improvement and documentation.
  • Hands-on experience with Microsoft server/workstation environments, Azure, and Microsoft 365.
  • Advanced troubleshooting expertise in DNS, DHCP, VPNs, and AD/GPO.
  • Familiarity with backup, disaster recovery, and cybersecurity tools such as Datto, SonicWall, and EDR solutions.

Service Delivery Manager (MSP Team) Benefits:

  • Health, Dental, and Vision Insurance
  • 401(k) with 3% match
  • Hybrid WFH Schedule
  • Flexible Scheduling
  • PTO and Paid Holidays
  • Paid Training
  • Certification reimbursement
  • Travel Reimbursement
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