IT Service Delivery Manager — Lead, Optimize & Scale

Initialit; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Initialit is seeking an IT Service Manager to lead our service organization in Colorado. You will guide Service Desk and technical teams to deliver consistent, high-quality support while aligning with client objectives.

This role requires a strong technical foundation and service-management expertise, but you will not perform day-to-day technical work. You will drive process improvements, SLA performance, and client satisfaction as a senior leader.

Qualifications

• 5+ years of IT experience (Help Desk, Systems Administration, Engineering, MSP, etc.)
• 2+ years of leadership or management experience
• Strong understanding of Managed IT Services, Microsoft 365 and cloud environments, networking and infrastructure fundamentals
• Experience with PSA platforms such as ConnectWise, Autotask, HaloPSA, or similar.

Responsibilities

• Lead and develop Service Desk and technical support teams
• Manage ticket flow, resource allocation, and service delivery performance
• Monitor and improve SLA compliance and customer satisfaction
• Coach, mentor, and hold team members accountable
• Oversee escalations and ensure timely resolution of critical issues
• Identify process improvements and remove operational bottlenecks
• Conduct client service reviews and manage escalated customer concerns
• Collaborate with leadership on staffing, capacity planning, and service strategy

Skills

Leadership

Client focus

Operational excellence

Problem solving

Communication

Tools

ConnectWise

Autotask

HaloPSA

Job description

Initialit is seeking an IT Service Manager to lead our service organization in Colorado. You will guide Service Desk and technical teams to deliver consistent, high-quality support while aligning with client objectives.

This role requires a strong technical foundation and service-management expertise, but you will not perform day-to-day technical work. You will drive process improvements, SLA performance, and client satisfaction as a senior leader.