IT Service Delivery Manager

We are seeking an accomplished IT Service Delivery Manager to oversee the effective delivery of IT support services to our clients, over various industries. This role is responsible for ensuring the reliability, performance, and continuous improvement of end-user and infrastructure support services. The successful candidate will demonstrate strong leadership capabilities, technical expertise, and a commitment to customer service excellence.

Primary Responsibilities

• Direct and manage IT support operations, including desktop, hardware, and network services.
• Ensure timely and effective resolution of technical issues across Windows, macOS, and other environments.
• Oversee endpoint management activities, including system updates, software issue resolution, and hardware maintenance.
• Maintain the operational integrity of network infrastructure, including LAN, VPN, firewall, and related systems.
• Utilize IT service management platforms (such as ConnectWise) to manage incidents, requests, and service workflows.
• Oversee all customer projects to ensure that they are on time, within budget and profitable.
• Collaborate with cross-functional teams to ensure stability, scalability, and performance of IT systems.
• Establish, monitor, and refine service delivery standards, operational procedures, and support metrics.
• Monitor application performance and address issues impacting enterprise productivity tools, including Microsoft Office and related platforms.
• Develop and maintain comprehensive documentation for processes, configurations, and support procedures through IT Glue.
• Provide regular reporting and clear communication to stakeholders regarding service performance, risks, and improvement initiatives.

• Demonstrated experience in MSP IT service delivery and technical support roles with responsibility for hardware, software, and network operations.
• Strong knowledge of enterprise IT infrastructure, including operating systems, networking technologies, security controls, and VPN solutions.
• Experience working with ITSM and ticketing platforms such as ServiceNow, BMC Remedy, ConnectWise or Jira.
• Experience with IT Glue and the optimization of same.
• Proven ability to lead and manage technical teams while maintaining service quality in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to present technical information to non-technical audiences.
• Familiarity with desktop support operations, operating system management, and software deployment processes.

This position offers the opportunity to lead a critical IT function within a structured, performance-driven organization focused on operational excellence., * How many years of ConnectWise experience do you have?

• Do you have Managed Service Provider (MSP) Experience?
• How many years of MSP Leadership experience do you have?
• Have you managed projects from start to close out?
• Do you now, or will require in the future, employment sponsorship?
• What is your salary requirement?

• Dental insurance
• Health insurance
• Vision insurance