Benefits: - Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Wellness resources
- 401(k)
- 401(k) matching
- Competitive salary
- Dental insurance
- Tuition assistance
Role SummaryWe're a growing Managed Service Provider (MSP) seeking a Service Delivery Manager to lead our Service Delivery team and ensure exceptional client experience.
This role is responsible for overseeing service desk operations, resource coordination, service quality, team development, escalations, and overall service performance. You will work closely with the CTO and leadership team to ensure our clients receive consistent, proactive, and high-quality support while helping the company scale operationally.
This is a leadership role for someone who enjoys coaching people, improving processes, solving operational challenges, and creating accountability within a fast-paced MSP environment.
We're looking for a leader who can balance people, process, and client experience while driving operational excellence What You'll DoService Operations & Performance- Oversee daily service desk, security, and support operations.
- Ensure tickets are properly triaged, prioritized, assigned, and resolved according to established service standards and SLAs.
- Monitor ticket queues, backlog, aging, escalations, response times, and operational metrics.
- Identify risks and bottlenecks before they impact clients.
- Drive accountability around service performance and client responsiveness.
Team Leadership & Resource Management- Lead, coach, mentor, and develop service delivery team members.
- Conduct regular one-on-one meetings, performance coaching, and professional development planning.
- Manage staffing, workload balancing, utilization, scheduling, and forecasting.
- Identify skill gaps and coordinate training opportunities.
- Evaluate team capacity and recommend hiring, role changes, and operational improvements as the organization grows.
Quality, Process & Continuous Improvement- Review ticket documentation, communication quality, timesheets, and service records.
- Ensure adherence to company processes, standards, and best practices.
- Drive documentation, automation, and process improvement initiatives.
- Analyze operational trends and recurring issues to identify opportunities for improvement.
- Lead initiatives that improve consistency, efficiency, scalability, and service quality.
Client Experience & Escalation Management- Serve as a senior escalation point for client concerns and service issues.
- Coordinate responses during major incidents, outages, cybersecurity events, and critical client-impacting situations.
- Build strong relationships with clients through proactive communication and effective issue resolution.
- Partner with leadership to maintain high levels of client satisfaction and retention.
Financial & Operational Leadership- Monitor agreement profitability, labor utilization, productivity, and overall service efficiency.
- Use operational metrics and reporting to improve team performance and business outcomes.
- Help ensure service delivery aligns with company goals, budgets, and growth initiatives.
- Support strategic planning and operational maturity efforts across the organization.
How You'll Work With the CTO- Partner directly with the CTO to develop and improve service delivery strategy, processes, standards, and team performance.
- Provide visibility into operational challenges, staffing needs, escalation risks, and service trends.
- Help drive accountability and consistency throughout the service organization.
- Contribute to leadership discussions regarding hiring, operational planning, and growth initiatives.
- Play a key role in developing future leaders within the company.
Required Skills & Traits- Strong leadership and people management skills.
- Experience managing technical support teams in a service-oriented environment.
- Excellent communication, client relationship, and conflict resolution skills.
- Strong organizational and time management abilities.
- Ability to manage multiple priorities and make sound operational decisions.
- Analytical mindset with the ability to interpret metrics and drive improvement.
- High level of accountability, follow-through, and professional judgment.
- Comfortable leading through change and driving continuous improvement initiatives.
Preferred Experience- Bachelor's or associate degree OR 3+ years leading technical service teams, preferably in a Managed Service Provider (MSP) environment OR equivalent combination of education and experience
- Experience with PSA, RMM, and IT Service Management (ITSM) platforms.
- Experience managing SLAs, escalations, utilization, and service delivery metrics.
- Professional certifications such as Microsoft, CompTIA, or similar industry-recognized credentials.
- Experience supporting cybersecurity-focused service operations is a plus.
Growth PathThis role can grow into broader operational leadership, including
Director of Service Delivery,
Director of Operations, or other executive leadership opportunities as the organization continues to grow.
Growth is driven by leadership effectiveness, development of high-performing teams, operational maturity improvements, client retention, and contribution to company strategy.
Compensation & Benefits- Competitive base salary
- Participation in Company Bonus Program
- Health benefits
- Paid Time Off (PTO)
- Professional development and certification support
- Leadership growth opportunities
- Opportunity to help shape and lead a growing MSP organization
Compensation: $85,000.00 - $115,000.00 per year
