IT Service Delivery Manager (MSP Experience Required)

#twiceasnice Recruiting; Fort Lauderdale (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical

Vision

401k with 4% matching

Holidays

PTO

Job summary

MSP near Deerfield Beach, Florida, seeks an IT Service Manager to lead a ten-person technical services team and strengthen service delivery. You will guide escalation, ensure efficient ticket handling, and align daily operations with strategic goals.

Travel involves local day trips to client sites in the Greater Fort Lauderdale area, initially 3-4 days per week. This role emphasizes people development, SOP creation, KPI tracking, and close collaboration with the executive team to ensure

Qualifications

• 5+ years in an MSP environment with leadership responsibility.
• Strong technical background across Microsoft 365, help desk support, server and network admin.
• Metrics-driven with KPI development, SOP creation, and SLA adherence.

Responsibilities

• Lead service desk technicians and engineers (~10), ensure accountability for performance.
• Oversee daily ticket intake, triage, dispatch, prioritization, escalation, and closure.
• Manage scheduling, workload distribution, and service desk coverage.
• Monitor SLA compliance, ticket aging, backlog, response and resolution times.
• Track productivity, time entries, ticket quality, and customer satisfaction.
• Produce KPI reports and recommend improvements based on data.
• Develop and implement SOPs, escalation procedures, and service standards.
• Address escalated issues, major incidents, and client service concerns.
• Conduct one-on-ones and performance reviews; support technician development.
• Enhance onboarding, training materials, and documentation with leadership.

Skills

MSP experience

Team leadership

Microsoft 365

SLA/SOP metrics

Job description

Benefits: Medical, Vision, 401k with 4% matching, Holidays, PTO

Job Type: Full-Time

Typical Hours: M-F, 8:00 AM - 5:00 PM

Travel: Local day trips to client sites throughout the Greater Fort Lauderdale area, initially 3-4 days per week, decreasing to 1-2 days per week as you become more established in the role

Sponsorship is not available

Our client, an established MSP near Deerfield Beach, Florida, is seeking an experienced IT Service Manager to help strengthen and grow its technical services team of ten. This is a great opportunity for someone who wants to make a meaningful impact on service delivery by building on existing processes, introducing new standards, and finding better ways to track performance and improve efficiency. You'll be leading an experienced team of technicians and engineers with established MSP backgrounds, so the focus is on providing the structure, support, and direction they need to perform at their best. While you'll need the technical credibility to guide the team and support escalations, the primary focus is on developing people, improving operations, and creating more consistent service delivery as the business grows. The ideal candidate brings a strong technical background and the leadership experience to foster a culture of accountability, approachability, and shared goals. They're looking for someone who can bring ideas and a plan to put them into action, while working closely with the executive team to ensure alignment and support. With more than 25 years in business and a loyal base of long-standing clients, the company offers a stable environment where you can make the role your own and have a real influence on how things are done.

• Lead service desk technicians and engineers (~10), holding them accountable for performance
• Oversee daily ticket intake, triage, dispatch, prioritization, escalation, and closure
• Manage scheduling, workload distribution, and service desk coverage
• Monitor SLA compliance, ticket aging, backlog, and response and resolution times
• Track productivity, time entry, ticket quality, and customer satisfaction
• Produce regular KPI reports and recommend improvements based on performance data
• Develop and implement SOPs, escalation procedures, and consistent service delivery standards
• Address escalated technical issues, major incidents, and client service concerns
• Conduct one-on-ones, performance reviews, and ongoing technician development
• Improve new hire onboarding, training materials, and documentation in collaboration with leadership
• Lead by example and foster an approachable, collaborative team environment

IT Service Manager Qualifications

• 5+ years of experience working within an MSP environment
• Prior experience managing and developing a technical support team
• Strong technical background across Microsoft 365, help desk support, server administration, and network administration
• Metrics-driven approach to team performance, with experience developing KPIs, improving SOPs, and monitoring SLA compliance