IT Service Delivery Manager - MSP Operations & People Growth

#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

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