Senior Manager, Service Delivery & Technical Operations

Senior Manager, Service Delivery & Technical Operations

Location: Naples, Florida

Position: Full-Time, On-Site

Schedule: Monday-Friday, 8:30 a.m.-5:00 p.m.

Salary: $95,000-$120,000 annually, based on experience

Additional Compensation: Bonus opportunity

This position is in-office only at our Naples location. Remote work is not available.

About Network Minds

Network Minds is a relationship-driven Managed Service Provider with more than 22 years of experience supporting businesses throughout Southwest Florida. Our culture is built on trust, teamwork, growth, and a commitment to delivering exceptional service.

As a locally owned and managed company, we offer our team the opportunity to contribute ideas, improve how we operate, and make a meaningful impact without layers of corporate red tape.

We care deeply about our clients and employees. As we continue to grow, we are looking for an experienced MSP leader who shares our passion for customer service, employee development, and operational excellence.

About the Role

The Senior Manager, Service Delivery & Technical Operations will provide leadership across our technical service delivery and project operations, helping ensure projects stay on track, SLAs and KPIs are achieved, and our technical team and clients have the support they need to succeed.

This is primarily a leadership and management position, but it requires a high level of technical aptitude. The ideal candidate will be comfortable leading engineers and technicians, managing complex technical projects and deployments, assisting with escalated technical issues, and performing select engineering work when needed.

A major focus of this position is the successful execution and delivery of technical projects. This individual will work closely with our IT Director to ensure facilitating projects, new technologies, and solutions are implemented according to established technical and security standards.

We are looking for someone who takes ownership, develops people, brings new ideas, and continuously looks for opportunities to improve how we serve our clients and operate as a team.

Key Responsibilities

• Lead day-to-day technical service delivery, project execution, and team priorities.
• Take ownership of SLAs, KPIs, project deadlines, and client commitments.
• Lead engineers and technicians assigned to client projects, deployments, and complex technical initiatives.
• Manage project execution from planning through implementation and handoff, ensuring clear responsibilities, timelines, communication, documentation, and accountability.
• Work closely with the IT Director to ensure new technologies and tools are properly implemented as part of client projects and deployments.
• Provide high-level technical guidance and assist with escalated help desk issues and select engineering work when needed.
• Identify project risks, service issues, resource needs, and roadblocks and proactively communicate them to the CEO, COO, and IT Director.
• Mentor and develop engineers and technicians through coaching, knowledge sharing, and improvements to workflows and processes.
• Identify opportunities to improve client environments, project delivery, documentation, internal processes, and overall service delivery.
• Facilitate monthly project and service team meetings focused on priorities, accountability, challenges, and continuous improvement.
• Schedule and conduct client QBRs with key decision makers to discuss technology priorities, risks, upcoming projects, and opportunities for improvement.

What We're Looking For

• Previous leadership experience within a Managed Service Provider (MSP) environment is required.
• Strong technical background with the ability to effectively lead engineers and technicians while communicating confidently with clients and executive leadership.
• Demonstrated experience leading technical projects, deployments, and engineering resources within an MSP environment.
• Strong experience with Microsoft Azure, Entra ID, and Microsoft 365 environments.
• Strong working knowledge of new client onboarding, cloud migrations, networking, servers, firewalls, and backups.
• Ability to understand technical designs and requirements, lead engineers through implementation, identify potential issues, and collaborate with the clients directly and report to CEO.
• Experience with MSP service delivery, help desk operations, technical escalations, SLAs, KPIs, and project workflows.
• Strong leadership, organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities, create accountability, and drive projects and service issues through completion.
• A passion for developing people, improving processes, and delivering an exceptional client experience.

Who Will Thrive at Network Minds

We are looking for more than someone who can manage projects and work with the service team leader on improved processes. We want a leader who sees an issue and asks, "How can we make this better?"

The right person will enjoy developing people, solving problems, improving processes, creating accountability, and bringing new ideas to the team. They will also have the technical experience to understand complex issues, ask the right questions, guide the team, and roll up their sleeves when additional technical support is needed.

At Network Minds, client and employee success are top priorities. We want someone who shares that philosophy and is excited to contribute ideas, develop our team, improve our service delivery, and play an important role in our continued growth.

Benefits & Perks

• Competitive salary based on experience
• Bonus opportunities
• 401(k) with company matching
• 100% employer-paid health insurance for employees
• Dental, vision, and optional benefits available
• Paid time off
• Company vehicle available for client visits
• Career advancement, paid certifications, and ongoing training.
• Supportive team environment with long-term career opportunities

Position Requirements

Salary: $95,000-$120,000 annually, based on experience, plus bonus opportunity

Location: Naples, Florida

Schedule: Full-Time, Monday-Friday, 8:30 a.m.-5:00 p.m.

Work Arrangement: 100% on-site. Remote work is not available.