IT Service Delivery Manager | MSP

This position reports directly to the COO and will have managers, project leads, and dispatch personnel reporting into them., * Manage the helpdesk escalation process. Ensure timely, accurate resolution of complex or high priority tickets.

• Supervise helpdesk managers and escalation engineers. Provide coaching, quality standards, and continuous improvement.
• Monitor SLA adherence, customer satisfaction, and ticket backlog. Drive corrective actions when performance declines.
• Review recurring issues. Coordinate with engineering and security teams to implement long term remediation.
• Oversee the project management office. Ensure projects are properly scoped, staffed, scheduled, and delivered on time.
• Work with project managers to maintain consistent project methodology across all acquired entities.
• Forecast resource demand. Align engineering availability with project pipelines.
• Review project risks and escalations. Ensure clear communication with customers and internal teams.
• Manage dispatchers and scheduling personnel. Ensure proper allocation of engineers based on skill sets and priorities.
• Maintain visibility into all reactive and proactive work.
• Ensure incoming MSP acquisitions transition into the central dispatch model with minimal disruption.
• Lead operational integration for newly acquired MSPs. Standardize tools, ticketing workflows, reporting, and service standards.
• Conduct initial operational assessments of new acquisitions. Identify gaps in process, documentation, and technical standards.
• Support cultural and procedural alignment through coaching, documentation, and transition planning.
• Own end to end service quality across reactive support, proactive services, and projects.
• Serve as point of contact for key clients on escalated service delivery matters.
• Partner with VCIOs and account managers to maintain client satisfaction and resolve chronic issues.
• Directly manage helpdesk managers, escalation leads, project managers, and dispatchers.
• Build a culture of accountability, communication, and continuous improvement.
• Develop career paths, training plans, and performance expectations across the service department.
• Enforce process adherence for ticketing, documentation, communication, and escalation.
• Develop and maintain policies and procedures for the service delivery organization.
• Implement KPIs and reporting for helpdesk efficiency, escalations, project delivery, and dispatch performance.
• Oversee tool stack optimization including PSA, RMM, documentation platforms, and monitoring solutions.
• Ensure security, compliance, and operational standards are followed across all service lines.

• Five or more years of leadership experience in an MSP or IT Managed Services environment.
• Strong understanding of helpdesk operations, ticket workflows, SLAs, and escalation processes.
• Experience overseeing multiple technical teams or departments.
• Direct involvement with project delivery. Familiarity with Microsoft 365, Azure, networking, and common MSP tools.
• Proven success integrating teams after mergers or acquisitions.
• Excellent communication, conflict resolution, and client facing skills.
• Ability to manage simultaneous priorities in a fast growth environment.
• Strong analytical and operational process design skills.

Preferred Experience

• Prior responsibility for a service department handling ten million dollars or more in annual managed services revenue.
• Experience transitioning multiple acquired MSPs into a unified operating model.
• Familiarity with ConnectWise Manage or Autotask.
• Experience managing remote workers across several time zones.
• Experience creating KPIs and service dashboards for executive reporting., * How many years of experience do you have working for a managed service provider (MSP)?, * IT support: 3 years (Required)

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance