IT Service Delivery Manager (Remote)

Patriot Growth Insurance Services, LLC; Fort Washington (Montgomery County); Remote; USD 120,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Flexible Spending Account (FSA)

Paid Holidays

401(k)

Job summary

A national insurance services firm is seeking an IT Service Delivery Manager to oversee its help desk operations. This fully remote role involves leading the IT Service Desk team, managing daily support activities, and driving service delivery excellence. Candidates should have over 5 years of experience in IT support with demonstrated leadership skills. A competitive salary in the $120,000 - $130,000 range is offered, along with comprehensive benefits including medical, dental, and flexible spending accounts.

Qualifications

• 5+ years of experience in IT support or operations.
• Prior leadership or team management experience preferred.
• Strong experience in managing service delivery operations.

Responsibilities

• Lead and manage the IT Service Desk team.
• Oversee daily support operations and ticket management.
• Establish and manage service delivery KPIs and SLAs.

Skills

IT support

Leadership

Service delivery management

Process improvement

Microsoft 365

Communication skills

Tools

ITSM tools

Job description

About Patriot Growth Insurance Services

Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot’s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Position Overview

Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership.

Work Location

This is a full-time, fully remote position.

Professional Responsibilities

• Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment.
• Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service.
• Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities.
• Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability.
• Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives.
• Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes.
• Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability.
• Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth.

Qualifications And Requirements

• 5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred.
• Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives.
• Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies.
• Proven ability to build processes, improve workflows, and implement scalable service delivery practices.
• Experience supporting technology rollouts, operational transitions, or organizational change initiatives.
• Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership.
• Experience managing vendors or external service providers preferred.
• Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred.

What Success Looks Like

• Improved response and resolution times and consistent service performance.
• Clear and visible KPI and SLA reporting and service transparency.
• Improved employee experience and confidence in IT support.
• Strong documentation, processes, and operational discipline across the service desk.
• Successful support of major technology rollouts and business initiatives.
• Increased automation and measurable efficiency improvements across support operations.
• A scalable, business-aligned IT service desk that supports Patriot’s growth and acquisitions.

Why Patriot Growth Insurance Services

We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment.

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company Paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401(k)

Salary Range

A starting base salary in the $120,000 - $130,000 range, depending on the candidate’s experience.

• A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will make hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.