IT Service Delivery Manager (MSP) - HYBRID

#twiceasnice Recruiting; Kennewick (WA); Hybrid; USD 85,000 - 100,000; Full time

Job summary

A leading recruiting firm is seeking an IT Service Delivery Manager for a full-time position in Kennewick, Washington. The ideal candidate will have at least 5 years of IT support experience and come from a management or advanced technician background. Responsibilities include overseeing service delivery for MSP clients, leading a technical support team, and ensuring project success. The role offers a salary range of $85,000–$100,000 plus benefits, with typical hours from Monday to Friday, 8am to 5pm PST.

Qualifications

• 5 years of IT support experience required.
• Experience as an IT Manager or L2/L3 Technician in an MSP required.
• Strong technical knowledge of Windows servers/desktops, networking, and virtualization.

Responsibilities

• Oversee and manage service delivery for MSP clients.
• Lead a technical support team handling day‑to‑day Tier 2 and Tier 3 issues.
• Serve as an escalation point for complex technical challenges.

Skills

IT support experience

Technical knowledge of Windows servers/desktops

Networking and virtualization

Experience with Microsoft 365 and cloud technologies

Job description

IT Service Delivery Manager (MSP) - HYBRID

Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, WA. In this role, you will lead a small team of technicians and oversee IT services for approximately 100 small business clients ranging from 1–50 employees. This leadership position combines hands‑on technical expertise, client engagement, team oversight, project management, and process improvement. The ideal candidate may come from an MSP or corporate IT environment and could be an experienced IT Manager or a strong L2/L3 MSP technician ready to step into a managerial, customer‑facing role. Success in this position requires strong technical depth, the ability to build trust with clients, and a proactive, service‑oriented leadership style. This is an excellent opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.

Responsibilities

• Oversee and manage service delivery for MSP clients
• Lead a technical support team handling day‑to‑day Tier 2 and Tier 3 issues
• Serve as an escalation point for complex technical challenges & also team backup
• Oversee IT projects & team resources, ensuring timelines, scopes, and budgets are met
• Manage and support Tier 3 project work for client deliverables
• Conduct regular client meetings to review performance, discuss needs, and align on priorities
• Evaluate, test, and deploy new technologies and services
• Identify additional service opportunities and support client growth
• Monitor, document, and improve internal service delivery processes
• Maintain accurate documentation and generate performance reports
• Manage quoting, purchasing, and vendor coordination
• Stay updated on industry trends, recommending new tools and services

Qualifications

• 5 years of IT support experience is required
• Experience as an IT Manager (MSP or non‑MSP) or L2/L3 Technician in an MSP is required
• Strong technical knowledge of Windows servers/desktops, networking, & virtualization required
• Experience with Microsoft 365 and cloud technologies is required
• Valid driver’s license and reliable transportation for customer visits are required

Salary: $85,000-$100,000+ DOE + Benefits

Job Type: Full-Time

Typical Hours: M‑F, 8am-5pm PST

Start Date: ASAP

Relocation Assistance: Not Available

Travel: Visit customers throughout Washington 2‑3x per month for 1‑2 days

Seniority level

Mid‑Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Software Development