IT Service Delivery Leader: Coaching & Growth

Charles IT; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Dry cleaning service (employer-paid)

Friday team lunches

Team-building events

People-first culture

Job summary

Charles IT is seeking a Service Manager to lead a high-performing IT team and deliver an exceptional client experience. This role focuses on coaching Team Leads, building future leaders, and fostering a service-first culture within a fast-paced environment.

You will oversee daily service operations, mentor Team Leads, and drive continuous improvement in service delivery while maintaining SLA performance and strong client relationships. A people-focused leadership style is essential.

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.

Responsibilities

• Lead, coach, and develop a team of IT Team Leads through regular feedback and career development.
• 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 while balancing workload.
• Partner with technical escalation resources to resolve complex issues and critical incidents.
• Ensure clients receive proactive communication and an exceptional support experience.

Skills

IT team leadership

Service delivery

SLA management

Escalation handling

Communication

Job description

Charles IT is seeking a Service Manager to lead a high-performing IT team and deliver an exceptional client experience. This role focuses on coaching Team Leads, building future leaders, and fostering a service-first culture within a fast-paced environment.

You will oversee daily service operations, mentor Team Leads, and drive continuous improvement in service delivery while maintaining SLA performance and strong client relationships. A people-focused leadership style is essential.