Service Manager who leads by example

Service Delivery Manager with over a decade of MSP experience, where he has earned six promotions - from Tier 1 support to L3 engineer, project engineer, supervisor, and now SDM. While he has not been hands-on for the past five years, his deep technical foundation allows him to “talk the talk” with engineers while focusing on client success and service delivery leadership. He currently manages 14 direct reports (previously up to 50) and reports directly to the VP, overseeing call flow, ticket metrics, KPIs, performance reviews, training, hiring, and escalations. He also plays a key role as the voice of the client, running sync meetings with 10 key accounts while supporting a portfolio of 250+ clients across finance, life sciences, services, and non-profits. He has experience with client management, backlog reviews, and ensuring service alignment and client satisfaction. Tools experience includes Kaseya, VSA, Traverse, LogicMonitor, IT Glue, ServiceNow, ConnectWise, and Autotask.