MSP Service Delivery Director – Remote & Growth Leader

Jobgether; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Annual salary: $120,000–$150,000

Performance bonuses up to 4% quarterly

Healthcare coverage

401(k) with company match

PTO and holidays

Birthday PTO and floating holidays

Cell phone stipend

Remote work within the United States

Job summary

Jobgether, listing on behalf of a partner company in the United States (Remote), seeks a Director of Service Delivery to lead and scale a managed IT services organization across reactive support, escalations, and service coordination.

Reporting directly to the COO, you will optimize ticket workflows, SLAs, and technician utilization while protecting margins, and advance delivery through AI-powered tools and automation.

Qualifications

• 5+ years in IT roles, MSP or service desk
• 3+ years in leadership or supervisory roles
• Strong MSP service delivery fundamentals (tickets, capacity, SLAs, KPIs)
• Hands-on with Autotask or similar PSA platform
• Familiarity with service monitoring tools (MSPbots a plus)
• Knowledge of Microsoft 365, Azure/Entra ID, Windows Server, networking
• Industry certifications preferred (Microsoft, CompTIA)
• Bachelor’s degree preferred; high school diploma required

Responsibilities

• Lead Reactive Service, Escalated Service, and Service Coordination teams
• Manage escalations from routing to resolution with SLAs
• Monitor KPIs: CSAT, resolution times, utilization
• Provide weekly executive reports on trends and performance
• Maintain on-call escalation rotation and coverage
• Document and continuously improve service delivery processes
• Protect margins by targeting 6.5 billable hours per 8-hour shift
• Collaborate with projects, accounts, and sales to coordinate care
• Lead performance reviews and team development
• Identify opportunities to introduce AI-powered tools and automation

Skills

Leadership

MSP operations

Strategic thinking

Communication

Team management

Education

High school diploma

Bachelor's degree preferred

Industry certifications preferred (Microsoft, CompTIA)

Tools

Autotask

MSPbots

Microsoft 365

Azure Entra ID

Windows Server

Datto BCDR

Job description

Jobgether, listing on behalf of a partner company in the United States (Remote), seeks a Director of Service Delivery to lead and scale a managed IT services organization across reactive support, escalations, and service coordination.

Reporting directly to the COO, you will optimize ticket workflows, SLAs, and technician utilization while protecting margins, and advance delivery through AI-powered tools and automation.