MSP IT Service Delivery Manager — Lead Tech Teams

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

Benefits offered by this job

Medical insurance

Vision insurance

401k with 4% matching

Holidays

PTO

Job summary

Twiceasnice Recruiting is seeking an IT Service Delivery Manager for an established MSP in the Fort Lauderdale area. You’ll lead a team of ten technicians and engineers, guiding service delivery, escalations, and process improvements to raise reliability and client satisfaction.

The role emphasizes people leadership, SOP development, KPI reporting, and close collaboration with the executive team to ensure alignment with business goals.

Qualifications

• 5+ years of experience working within an MSP environment.
• People leadership experience required, including coaching, developing, and holding technical support teams accountable for performance.
• 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.

Responsibilities

• 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.

Skills

MSP experience

People leadership

Microsoft 365

Help desk

Server admin

Network admin

KPIs

SOPs

SLA compliance

Job description

Twiceasnice Recruiting is seeking an IT Service Delivery Manager for an established MSP in the Fort Lauderdale area. You’ll lead a team of ten technicians and engineers, guiding service delivery, escalations, and process improvements to raise reliability and client satisfaction.

The role emphasizes people leadership, SOP development, KPI reporting, and close collaboration with the executive team to ensure alignment with business goals.