IT Service Delivery Leader | Coach & Team Builder

Charles IT; Middletown, Northern (CT, KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) plan

Performance-based incentives

Dry cleaning service

Friday team lunches

Team-building events

Career growth opportunities

Job summary

Charles IT in Middletown, CT, is seeking a Service Manager to lead a high-performing team of Team Leads and deliver an outstanding client experience.

You will oversee daily IT service operations, mentor staff, manage tickets and SLAs, and drive continuous improvements while fostering a service-first culture. The role emphasizes coaching, career development, and proactive client communication to ensure exceptional service delivery.

Qualifications

• Experience leading or managing an IT support, help desk, service desk, technical support, or MSP team.
• Strong understanding of service delivery, ticket management, incident management, and escalation processes.
• Excellent communication and relationship-building skills with clients and team members.
• Ability to balance people leadership, operational excellence, and client satisfaction in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of IT Team Leads through feedback and career planning.
• Foster a service-first culture focused on accountability and customer satisfaction.
• Oversee day-to-day service delivery, ticket management, escalation handling, and team performance.
• Maintain visibility across active client issues and ensure timely resolution.
• Partner with escalation resources to resolve complex issues and critical incidents.
• Ensure clients receive proactive communication and an exceptional support experience.
• Monitor SLA performance and drive continuous improvement initiatives.
• Identify trends and skill gaps, implementing coaching plans as needed.
• Manage resource allocation to support operational efficiency.
• Collaborate on hiring, onboarding, and performance reviews.

Skills

People leadership

Coaching & development

IT service management

SLA management

Client relationship

Operational excellence

Job description

Charles IT in Middletown, CT, is seeking a Service Manager to lead a high-performing team of Team Leads and deliver an outstanding client experience.

You will oversee daily IT service operations, mentor staff, manage tickets and SLAs, and drive continuous improvements while fostering a service-first culture. The role emphasizes coaching, career development, and proactive client communication to ensure exceptional service delivery.