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# IT Service Delivery Manager | MSP

- **Company:** LTD Global
- **Location:** Syosset, NY, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $110,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Document Enterprise Platform, Information Technology Outsourcing
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9e793dc61ac74de8

## About the Role

* 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)

## Description

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.