IT Service Delivery Manager

At Vital Integrators, our number one goal is simple: make our clients exceptionally happy. No role owns that more than this one. We're the only IT firm in Louisiana to earn the CompTIA Security Trustmark+. That reputation is built one ticket, one response, one kept promise at a time.

We're looking for a Service Delivery Manager to build, lead, and grow the team that delivers it - helpdesk and system engineers, project engineers, and support staff. This is a leadership seat, not a desk. If you get energy from tight processes, sharp metrics, a happy team, and clients who rave about you - this is your room.

What You'll Own

• Building, leading, and mentoring the Service Delivery Team - hiring, coaching, 1:1s, and training plans.

• The client experience - you're the point of contact for escalations and the reason clients stay.

• Our ConnectWise Manage PSA and RMM - processes, automation, patching, and monitoring.

• Rollout and retirement of technologies and services across the client base.

• Risk, root-cause analysis, and reporting to the leadership team.

• Team KPIs, utilization, and metrics - including team efficiency and team happiness.

• 2+ years of IT management - leading an IT service team.

• Advanced IT literacy and a real command of service metrics - you decide with data, not guesses.

• Great communication rooted in being a genuinely good listener.

• A deep desire to deliver an amazing client experience.

• The ability to keep pace with a fast-moving IT world. Valid driver's license required.

Nice to Have

• Hands-on PSA / RMM / ticketing experience (ConnectWise Manage a plus) and Microsoft 365 knowledge.

• Certifications: MCP, MCSA/MCSE, ITIL, ITSM, or client-experience training like Helpdesk Habits.

• Prior experience at an MSP or IT support business., * IT management: 2 years (Required)

Pulled from the full job description

• 401(k)

• Health insurance

• Paid time off

• Vision insurance

• Dental insurance

• Life insurance, * Health insurance and paid time off.

• Your birthday off.

• Bonus pay and generous incentives for hitting team and company goals.

• A high-powered laptop and a proactive investment in your ongoing training.

• An easy-going environment with a team that genuinely enjoys the work.

We take the responsibility of protecting our clients' businesses personally. If you do too, let's talk.

Job Type: Full-time

Pay: $75,000.00 - $105,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Walk me through a time a key client was unhappy with your team's service. What did you do, and what was the outcome?
• Tell me about a low performer you managed. How did you handle it, and where did it end up?
• What KPIs did you own at your last shop, and give me one you moved and how.
• A recurring issue keeps generating tickets across several clients. What's your process?
• It's 4:45 on a Friday: a P1 outage hits one client, two techs are out sick, and another client is escalating. What do you do?