IT Service Delivery Manager

We are looking for a player-coach: a hands-on Service Delivery Manager who can run our service desk, mentor and develop our technicians, and own the quality of every client interaction. You will still work escalations. You will still touch tickets. But your primary job is to build a service team that runs without the owner in the middle of it.

This is a high-visibility role reporting directly to the President, with a clear growth path to Director of Service Delivery as the company scales.

What You Will Do

• Manage day-to-day service desk operations: ticket triage, prioritization, SLA compliance, and escalation handling
• Mentor, coach, and develop junior and mid-level technicians, including structured training plans and regular one-on-ones
• Serve as the senior technical escalation point for complex issues across client environments
• Enforce documentation standards, ticketing hygiene, and process consistency in ConnectWise
• Own client satisfaction for service delivery, including handling difficult client conversations and service recovery
• Develop and report on service metrics: response times, resolution times, CSAT, and tech utilization
• Standardize onboarding/offboarding runbooks and client environment documentation
• Participate in new client onboarding from a technical delivery standpoint
• Contribute to stack standardization and tooling decisions alongside ownership

Our Stack

You should know most of this:

• PSA/RMM: ConnectWise Manage and ConnectWise RMM
• Microsoft: M365, Intune, Entra ID, Windows Server 2022/2025, Azure fundamentals
• Networking: Ubiquiti UniFi (switching, wireless, Protect), firewalls, VPN, VLANs

Do you have a valid Driver’s License license?, Do you have experience in Technical training?, * 5+ years in the MSP industry (non-negotiable)

• 2+ years leading, supervising, or formally mentoring technicians
• Deep ConnectWise (or equivalent PSA) experience
• Strong M365 administration and troubleshooting skills
• Proven ability to coach junior techs into senior techs
• Excellent communication with technical staff and business owners
• Valid driver’s license; occasional on-site visits in Brevard County

Nice to Have

• Compliance-driven clients (HIPAA, CMMC/NIST 800-171, legal/financial)
• Microsoft certifications (MS-102, AZ-104, or similar)
• Experience scaling a service desk through rapid client growth
• vCIO or QBR delivery experience

Pulled from the full job description

• Paid time off
• Paid holidays, * Base salary $80,000 - $95,000, commensurate with experience
• Quarterly performance bonus tied to service delivery metrics
• Paid time off and holidays
• Clear advancement path to Director of Service Delivery
• Direct influence on tooling, process, and company direction

Teck Shield LLC is an equal opportunity employer.

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• Paid time off

Teck Shield is a growing managed IT and cybersecurity services provider based in Port St John, Florida, serving small and mid-sized businesses across Brevard County. We specialize in compliance-sensitive verticals including medical, legal, CPA, and construction firms, and we are scaling fast. We need a technical leader to grow with us.