IT Service Delivery Manager (Remote)

Position Overview: Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership., * Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment

• Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service
• Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities
• Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability
• Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives
• Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes
• Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability
• Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth

Do you have experience in Stakeholder engagement?, * 5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred

• Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives
• Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies
• Proven ability to build processes, improve workflows, and implement scalable service delivery practices
• Experience supporting technology rollouts, operational transitions, or organizational change initiatives
• Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership
• Experience managing vendors or external service providers preferred
• Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred

What success looks like:

• Improved response and resolution times and consistent service performance
• Clear and visible KPI and SLA reporting and service transparency
• Improved employee experience and confidence in IT support
• Strong documentation, processes, and operational discipline across the service desk
• Successful support of major technology rollouts and business initiatives
• Increased automation and measurable efficiency improvements across support operations
• A scalable, business-aligned IT service desk that supports Patriot's growth and acquisitions

Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account, Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company Paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

Salary Range: A starting base salary in the $120,000 - $130,000 range, depending on the candidate's experience.

• A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot's collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.