IT Service Delivery Manager – Managed Services

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

Lead the team that keeps our clients running.

If you've led an MSP service team and you know how to turn a busy board into happy clients, a motivated team, and clean metrics, we want to meet you. This is a chance to run helpdesk, field services, and project delivery for a 30-year company that's growing fast and investing in AI-driven tools.

About Century Solutions Group

For 30 years, Century Solutions Group has helped businesses across metro Atlanta stay ahead of what's next in technology. Today we're working at the leading edge of the biggest shifts in IT: helping clients put AI to work, defending them against modern cybersecurity threats, and delivering the managed IT, cloud, and infrastructure services that keep their businesses running.

We pair the stability of three decades in business with the momentum of a company growing at double digits year over year. As a Microsoft Direct CSP partner with offices in Tyrone and near the Battery in Atlanta, we're adding new clients, new solutions, and new opportunities for the people who help drive that growth. If you want to build your career around technology that matters right now, this is the place to do it.

Why This Role Is Different

• Real ownership: You'll run all of service delivery: helpdesk, field services, and projects. This isn't a desk supervisor role


• Modern tooling: We're building our own AI-assisted ticketing and automation tools, and you'll help shape how they're used across the team


• A seat at the table: You'll report directly to our CTO and help set how we scale service as the company grows


• Room to build: Double-digit growth means hiring, process design, and new service offerings, not just maintaining the status quo

What You'll Do

• Lead a service organization of 25-30 people, including managers, team leads, helpdesk technicians, field engineers, and project staff


• Coach and develop your managers and team leads so they can lead their own teams effectively


• Own the service board: dispatch, prioritization, escalations, and workload balance


• Hit SLA, response, and resolution targets while keeping client satisfaction high


• Oversee project delivery, including onboarding, migrations, and infrastructure projects, so they finish on time and on budget


• Track and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project margin


• Build and refine processes, documentation, and standards so the team works consistently


• Own after-hours and on-call support, with ultimate responsibility for coverage and response


• Act as the 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 clear career paths so team members grow with Century

What Success Looks Like

• First 90 days: Learn our clients, team, and tools; assess the service board and metrics; deliver an improvement plan


• By 6 months: Consistently meet SLA and CSAT targets, with clear dashboards and a steady weekly operating rhythm


• Year one: Measurably improve team performance, client communication, and CSAT, and put a career development plan in place for every team member

What You'll Earn

• Base salary


• Performance bonus tied to service metrics


• Health, dental, and vision insurance


• 401(k) with company match


• PTO and paid holidays


• Ongoing leadership and technical training, including certifications

What We're Looking For

• 5+ years managing technical teams at an MSP or IT services provider, with direct responsibility for helpdesk and field technicians


• Experience leading a team of 20+ people, including managing other managers or team leads


• Experience running a service board, including dispatch, SLAs, escalations, and technician performance


• Experience overseeing IT projects such as client onboarding, migrations, or infrastructure deployments


• A data-driven approach to managing KPIs and reporting results to leadership


• Strong technical grounding in Microsoft 365, Windows, networking, and security, enough to coach your team and earn their respect


• Experience with a PSA and RMM platform; ConnectWise experience is a strong plus


• Clear, confident communication with clients, technicians, and executives


• ITIL or similar service management knowledge is a plus


• A bachelor's degree is preferred but not required

Schedule and Location

This is a full-time, on-site leadership role based in our Tyrone, GA office, Monday through Friday, 8:00 a.m. to 5:30 p.m. As the leader of service delivery, you'll oversee after-hours and on-call support and hold ultimate responsibility for coverage.