Service Delivery Manager & Technical Service Manager (MSP)

We seek a Service Delivery Manager & Technical Service Manager (MSP) to join one of our top-tier Managed Service Provider firms. The Service Delivery Manager & Technical Service Manager (MSP) will help improve and develop technical staffing needs for this growing firm and play a pivotal role in securing the client’s infrastructure, data, and software. The Service Delivery Manager & Technical Service Manager (MSP) will lead the cross-functional execution of strategies, systems, and processes to support best-in-class service delivery, team development and growth, and improved customer quality.

The Service Delivery Manager & Technical Service Manager (MSP) possesses strong communication skills, including phone, in-person, presentation, and writing skills. Demonstrate understanding of problem management, change management, or incident management disciplines. The Service Delivery Manager & Technical Service Manager (MSP) will also have strong consulting skills and build strong relationships with clients and all parts of the business agency to define viable approaches/methodologies in line with relevant industry standards and best practices. The selected candidate will be responsible for building a culture of teamwork and positive morale.

Service Delivery Manager & Technical Service Manager (MSP) Experience:

  • 4+ Years of Team Lead/Management/MSP experience Required
  • Measure utilization across the service team.
  • Possess business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Ensure that all customer documentation in ConnectWise is kept up to date.
  • Works closely with the account manager(s) to communicate and resolve significant or re-occurring service issues
  • Identifies opportunities for service delivery improvement and effectively implements changes
  • Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
  • Assist with administering the remote monitoring and management system to ensure consistency and accurate reporting of client devices
  • Builds and maintains relationships with clients and key personnel
  • Excellent communication skills related to Customer Service.
  • Reviews all Customer Satisfaction Scores, shares positive experiences with the team, and resolves negative experiences through direct contact with the client
  • A strong focus on balancing customers’ needs with adherence to operational processes.
  • A history of developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined procedures ensures quality outcomes.
  • Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
  • Strong analytical and technical problem-solving skills.
  • Ability to multi-task and adapt to changes quickly
  • Ability to grasp technical concepts quickly and explain them to others.

Service Delivery Manager & Technical Service Manager (MSP) Salary/ Benefits:

  • Salary – $90-$115k
  • 401(k) w/ company match
  • Health, Dental, Vision & Life insurance
  • PTO

*Actual salary of  Service Delivery Manager & Technical Service Manager (MSP) to commensurate with experience*