IT Service Delivery Manager

Griffin Technology Group (GTG) is a growing Managed Service Provider (MSP) serving small and midsize businesses throughout Northeast Ohio. We help organizations leverage technology to improve productivity, security, and business performance while delivering an exceptional client experience.

We are seeking a Network Operations Center (NOC) Support Manager to lead our support operations team while remaining actively involved in technical support and service delivery.

Important: This position is on-site only at our Mentor, Ohio office. Candidates must be located in Northeast Ohio. Remote applicants will not be considered. This position is a full-time, on-site role.

This is a hands-on leadership position ideal for someone who enjoys developing technicians, improving processes, ensuring accountability, and maintaining a high standard of customer service while still solving technical challenges.

At Griffin Technology Group, we operate under our Respect and Expect culture:

Clarity. Consistency. Accountability.

What You'll Do

Leadership & Team Development

• Lead and support a team of NOC Technicians and NOC Engineers
• Coach team members and promote professional growth
• Assist with onboarding and training initiatives
• Foster accountability and ownership across the support team
• Conduct regular team meetings and support performance management efforts

Service Delivery & Operations

• Manage daily support operations and ticket flow
• Monitor service queues and technician workloads
• Ensure SLA compliance and timely resolution of client issues
• Review escalations and coordinate technical resources
• Oversee scheduling, on-call coverage, and onsite support coordination
• Improve operational processes and service delivery standards

Customer Experience

• Ensure clients receive exceptional service and communication
• Monitor customer satisfaction and proactively address concerns
• Maintain ownership of critical client situations until resolution
• Coordinate with engineering staff to ensure smooth project transitions and support continuity

Technical Responsibilities

• Perform advanced Tier 2 troubleshooting and support
• Assist technicians with escalated issues
• Review troubleshooting efforts prior to escalation to engineering resources
• Participate in infrastructure, Microsoft 365, networking, security, and backup-related support activities
• Conduct root cause analysis for recurring issues

Do you have experience in Windows?, * 5+ years of IT support experience, preferably within an MSP environment

• Strong leadership, coaching, and communication skills
• Experience managing priorities in a fast-paced environment
• Strong technical knowledge of:
• Microsoft 365
• Windows Desktop and Server Operating Systems
• Active Directory and Azure AD
• Networking fundamentals (DNS, DHCP, VLANs, VPNs, Routing)
• Backup and Disaster Recovery solutions
• Cybersecurity and endpoint protection platforms
• Clean driving record and reliable transportation

Preferred Qualifications

• MSP leadership or service management experience
• ConnectWise Manage and ConnectWise Automate experience
• SonicWall, Cisco, Ubiquiti, Netgear, or similar networking platforms
• VMware, Hyper-V, or virtualization experience
• Experience implementing operational improvements and process development

Pulled from the full job description

• Professional development assistance
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Competitive salary
• Health insurance
• Paid holidays
• Paid time off
• Simple IRA with company match
• Flexible work environment
• Ongoing training and certification opportunities

Why Griffin Technology Group?

We're building something different.

Our goal is not simply to close tickets-we help businesses operate more efficiently, securely, and strategically through technology.

We're investing heavily in operational excellence, employee development, process improvement, automation, and future growth initiatives. This role offers the opportunity to make a significant impact on the future of our support organization while helping shape the next phase of Griffin Technology Group's growth.

If you're a strong technical professional who enjoys leading people, improving service delivery, and building high-performing teams, we'd love to talk with you.

Griffin Technology Group is an Equal Opportunity Employer.

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance