Co-Managed IT Services Delivery Manager

SC&H Group; Columbia (MD); Hybrid; USD 135,000 - 155,000; Full time

Benefits offered by this job

Health plan

4 weeks PTO

8 holidays

401k match

Employee ownership

Job summary

SC&H Group seeks a Co-Managed Services Manager to lead the Technology Advisory delivery team in Columbia, MD. The role focuses on running the co-managed help desk, balancing client expectations with contracted scope, and driving continuous improvement across people, processes, and technology.

You will own escalation, coach pod leads, and advance AI-assisted support, while delivering measurable SLA performance and client value in a hybrid environment.

Qualifications

• 8-10 years of experience in managed services, help desk, or a fast-paced, ticket-driven environment with people management.
• Strong Microsoft 365 skillset: administration, Entra ID/conditional access, licensing and security posture decisions at scale.
• Experience owning support for a multitenant environment with uptime, security posture, and support quality.

Responsibilities

• Own day-to-day operational health of the co-managed help desk, ticket flow, queue aging, backlog, and SLA compliance.
• Act as internal escalation point for delivery, scope, and client-relationship issues.
• Directly manage pod leads, including coaching, workload balancing, and career development.
• Drive practical AI adoption inside the help desk, including AI-assisted ticket drafting and trend analysis.
• Build and maintain SLA and delivery reporting used in client reviews and leadership reporting.
• Manage onboarding and delivery of services into new environments; participate in quarterly business reviews.

Skills

Microsoft 365 admin

Leadership

SLA management

Client-facing

AI adoption

Education

Bachelor's Degree in IT/CS

Tools

HaloPSA

Job description

SC&H Group seeks a Co-Managed Services Manager to lead the Technology Advisory delivery team in Columbia, MD. The role focuses on running the co-managed help desk, balancing client expectations with contracted scope, and driving continuous improvement across people, processes, and technology.

You will own escalation, coach pod leads, and advance AI-assisted support, while delivering measurable SLA performance and client value in a hybrid environment.