IT Service Delivery Manager

The Service Delivery Leader is responsible for managing day to day service operations across the helpdesk, escalations team, project delivery group, and dispatcher function. This leadership role ensures that customer experience, technical delivery, and internal processes operate at a high standard while the organization continues to scale and integrate newly acquired MSPs. The Service Delivery Leader will own service quality, resource coordination, workflow efficiency, and continuous improvement across all service functions.

This position reports directly to the COO and will have managers, project leads, and dispatch personnel reporting into them.

Key Responsibilities

• Manage the helpdesk escalation process. Ensure timely, accurate resolution of complex or high priority tickets.
• Supervise helpdesk managers and escalation engineers. Provide coaching, quality standards, and continuous improvement.
• Monitor SLA adherence, customer satisfaction, and ticket backlog. Drive corrective actions when performance declines.
• Review recurring issues. Coordinate with engineering and security teams to implement long term remediation.
• Oversee the project management office. Ensure projects are properly scoped, staffed, scheduled, and delivered on time.
• Work with project managers to maintain consistent project methodology across all acquired entities.
• Forecast resource demand. Align engineering availability with project pipelines.
• Review project risks and escalations. Ensure clear communication with customers and internal teams.
• Manage dispatchers and scheduling personnel. Ensure proper allocation of engineers based on skill sets and priorities.
• Maintain visibility into all reactive and proactive work.
• Ensure incoming MSP acquisitions transition into the central dispatch model with minimal disruption.
• Lead operational integration for newly acquired MSPs. Standardize tools, ticketing workflows, reporting, and service standards.
• Conduct initial operational assessments of new acquisitions. Identify gaps in process, documentation, and technical standards.
• Support cultural and procedural alignment through coaching, documentation, and transition planning.
• Own end to end service quality across reactive support, proactive services, and projects.
• Serve as point of contact for key clients on escalated service delivery matters.
• Partner with VCIOs and account managers to maintain client satisfaction and resolve chronic issues.
• Directly manage helpdesk managers, escalation leads, project managers, and dispatchers.
• Build a culture of accountability, communication, and continuous improvement.
• Develop career paths, training plans, and performance expectations across the service department.
• Enforce process adherence for ticketing, documentation, communication, and escalation.
• Develop and maintain policies and procedures for the service delivery organization.
• Implement KPIs and reporting for helpdesk efficiency, escalations, project delivery, and dispatch performance.
• Oversee tool stack optimization including PSA, RMM, documentation platforms, and monitoring solutions.
• Ensure security, compliance, and operational standards are followed across all service lines.

Required Skills and Qualifications

• Five or more years of leadership experience in an MSP or IT Managed Services environment.
• Strong understanding of helpdesk operations, ticket workflows, SLAs, and escalation processes.
• Experience overseeing multiple technical teams or departments.
• Direct involvement with project delivery. Familiarity with Microsoft 365, Azure, networking, and common MSP tools.
• Proven success integrating teams after mergers or acquisitions.
• Excellent communication, conflict resolution, and client facing skills.
• Ability to manage simultaneous priorities in a fast growth environment.
• Strong analytical and operational process design skills.

Preferred Experience

• Prior responsibility for a service department handling ten million dollars or more in annual managed services revenue.
• Experience transitioning multiple acquired MSPs into a unified operating model.
• Familiarity with ConnectWise Manage or Autotask.
• Experience managing remote workers across several time zones.
• Experience creating KPIs and service dashboards for executive reporting.

Pay: $110,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $110,000 - $120,000