IT Service Delivery Lead — MSP Growth & Projects

Century Solutions Group, Inc.; Tyrone (GA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

PTO and paid holidays

Ongoing leadership training

Job summary

Century Solutions Group, based in Tyrone, GA, seeks a senior leader to run our service delivery across helpdesk, field services, and projects. You will own the service board, drive improvements, and scale operations as we grow with AI-enabled tools.

You will report to the CTO and shape how we deliver managed IT, cloud, and infrastructure services to clients, while building processes, dashboards, and teams that meet aggressive SLAs and CSAT targets.

Qualifications

• 5+ years managing technical teams at an MSP or IT services provider.
• Experience leading 20+ people, including managers or team leads.
• Experience running a service board with dispatch, SLAs, escalations, and technician performance.
• Experience overseeing IT projects such as onboarding, migrations, or infrastructure deployments.
• A data-driven approach to KPIs and reporting to leadership.
• Strong technical grounding in Microsoft 365, Windows, networking, and security.
• ITIL or similar service management knowledge is a plus.

Responsibilities

• Lead a service organization of 25-30 people, including managers, team leads, helpdesk technicians, field engineers, and project staff.
• Coach and develop managers and team leads to grow their teams.
• Own the service board: dispatch, prioritization, escalations, and workload balance.
• Hit SLA, response, and resolution targets while maintaining high CSAT.
• Oversee project delivery, onboarding, migrations, and infrastructure projects.
• Track and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project margin.
• Build and refine processes, documentation, and standards for consistency.
• Own after-hours and on-call support with coverage responsibility.
• Act as escalation point for clients and meet with them on service quality.
• Partner with sales and account management on scoping, onboarding, and client health.
• Hire, train, and conduct performance reviews, and build career paths for growth.

Skills

Leadership

Team coaching

KPI reporting

Client communication

Data-driven

Education

Bachelor's degree preferred

Tools

ConnectWise

PSA/RMM

Job description

Century Solutions Group, based in Tyrone, GA, seeks a senior leader to run our service delivery across helpdesk, field services, and projects. You will own the service board, drive improvements, and scale operations as we grow with AI-enabled tools.

You will report to the CTO and shape how we deliver managed IT, cloud, and infrastructure services to clients, while building processes, dashboards, and teams that meet aggressive SLAs and CSAT targets.