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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Griffin Technology Group - **Location:** Mentor, OH, United States - **Experience:** Expert - **Salary:** $65,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Backup Devices, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Virtual Private Networks (VPN), Networking Basics, Routing, Azure Active Directory, Virtual Local Area Networks, Windows Desktop, Computer Network Operations, Sonicwall, Cisco, Server Operating Systems & Platforms, Vmware - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f69220272d9797a0 ## About the Role 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 ## Description 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 ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Should Tech Managers Be Developers First? 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