Job Description

About Us

We are a dynamic and growing Managed Services Provider (MSP) dedicated to delivering exceptional IT support, strategic solutions, and world-class customer service. Currently, we serve both break-fix clients and ongoing managed services, but our goal is to transition fully into a comprehensive MSP model. Our passionate team thrives on solving business challenges and driving success for our clients.

About the Role

As the

Service Delivery Manager

, you will be responsible for overseeing day-to-day operations and leading the charge in our shift from break-fix support to a full MSP model. This includes

managing a small team of helpdesk technicians, ensuring SLAs are met, reviewing and negotiating client contracts, and identifying client requirements

to align our services accordingly. You will collaborate closely with company leadership to refine workflows, maintain high-quality service standards, and foster a culture of accountability and growth.

Key Responsibilities

Daily:

Manage helpdesk operations, including ticket queues, escalations, and resource allocation. Ensure SLAs are consistently met or exceeded. Provide rapid and effective solutions for client issues and escalations.

Weekly:

Conduct team meetings to review performance metrics, address challenges, and set goals. Collaborate with leadership to prioritize strategic initiatives and improve efficiency. Review and refine workflows to reduce bottlenecks and optimize productivity.

Monthly:

Evaluate team performance, offering feedback and coaching to helpdesk employees. Prepare operational and financial reports, including utilization rates and profit margins. Perform client satisfaction check-ins, ensuring service alignment with evolving customer needs.

What We're Looking For

Leadership Skills:

Demonstrated experience managing teams, handling escalations, and leading operational initiatives.

Operational Excellence:

Strong track record in ensuring SLAs, refining workflows, and maintaining quality standards.

Financial Accountability:

Comfortable with budgeting, tracking utilization rates, and profit margins.

Client-Focused:

Skilled at analyzing customer needs, negotiating agreements, and ensuring long-term satisfaction.

Problem-Solving Mindset:

Able to think critically and creatively to resolve technical and operational hurdles.

High Emotional Intelligence (EQ):

Adept at managing both people (technicians and leadership) and client relationships.

Personality Fit:

A self-starter who excels at implementation and drives progress proactively.

Requirements

3+ years of experience in an MSP or IT service environment (preferred). Familiarity with ticketing systems and technical workflows (e.g., ConnectWise, HaloPSA, Datto RMM). Proven ability to create, interpret, and act on operational and financial reports. Excellent communication skills, both written and verbal. Experience with DISC or similar personality frameworks (preferred).

Nice-to-Have Skills:

Certification in ITIL, PMP, or other operational management frameworks. Experience participating in industry peer groups (TBG, HTG, TrueMethods, etc.). Technical background or hands-on familiarity with MSP-related tools and technologies.

What Success Looks Like

Smooth Operations:

Streamlined workflows for helpdesk technicians, with refined processes that enhance service delivery.

Strong Metrics:

Ongoing improvements in ticket resolution times, SLA performance, utilization rates, and profit margins.

Client Satisfaction:

High satisfaction scores and positive feedback, reinforced by a deep understanding of client needs.

Financial Health:

Accountability in operational costs, budgeting, and overall service profitability.
If you're looking for a pivotal role where you can

bridge our current break-fix services into a complete MSP solution

, optimize day-to-day operations, and lead a dedicated helpdesk team to new heights, we want to hear from you! Apply now and help shape the future of our company while advancing your career in a dynamic and supportive environment.

Job Type: Full-time

Pay: $25.00-$30.00 per hour

Additional pay:

Overtime pay
Schedule:

Monday to Friday
Work Location: In person