IT Operations / Service Delivery Manager

IT Operations / Service Delivery Manager | Brooklyn, NY · $100,000-$150,000

About the Role You'll be responsible for running end-to-end service delivery at a healthcare-focused MSP, from the moment a ticket comes in to the moment it's fully resolved and the client feels taken care of. You'll lead the service desk, dispatch, and NOC teams while keeping SLAs tight, queues moving, and client confidence high - all in an environment where downtime isn't just inconvenient, it affects patient care., Service Delivery Oversight

• Oversee daily service desk operations, including ticket intake, prioritization, resolution, and closure
• Monitor ticket queues, backlog, aging, and stalled work to ensure steady progress
• Ensure adherence to SLAs, service standards, and client requirements
• Maintain visibility across all active service work

Team Leadership & Quality

• Lead and support service desk, dispatch, and NOC-related staff
• Define clear roles, responsibilities, and performance expectations
• Provide direct feedback and coaching to improve performance
• Review ticket handling for accuracy, completeness, professionalism, and follow-through
• Address poor performance, incomplete work, and recurring issues
• Support hiring, training, and development of a high-performing team

Execution & Client Experience

• Ensure all requests receive timely, clear, and professional communication
• Act as an escalation point for service-related issues
• Step in when work is stalled, unclear, or not progressing with the right urgency
• Drive issues to resolution and take full ownership of outcomes
• Make judgment calls when needed to keep work moving and meet client expectations

NOC, Monitoring & Reporting

• Oversee monitoring systems, alerts, and NOC workflows
• Ensure alerts are properly triaged, escalated, and resolved
• Track key service metrics including SLA performance, backlog, aging, and productivity
• Use reporting to identify issues, improve performance, and support planning
• Ensure proper usage and data integrity across PSA, RMM, and monitoring tools

Operations & Process Improvement

• Identify inefficiencies across workflows, ticket handling, escalation, and service processes
• Develop and standardize practical SOPs where needed
• Implement improvements that increase speed, quality, and consistency
• Support automation and better use of tools to improve service delivery
• Balance structure with flexibility to meet real-world operational needs

• 5-10+ years of experience in IT support and MSP operations
• 3+ years managing a service desk or support team
• Strong understanding of ticketing systems and SLA-driven environments
• Experience with ConnectWise
• Proven ability to manage high-volume ticket environments
• Experience in healthcare IT environments (preferred)
• Familiarity with ITIL concepts (preferred)
• Strong ownership and accountability mindset with the ability to operate independently in a fast-paced environment