MSP Service Delivery Leader: Service Desk & Operations Excellence

TeamLogic IT - NW Valley; Phoenix (AZ); Presencial; USD 110 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Opportunity for advancement

Paid time off

Training & development

Wellness resources

401(k)

401(k) matching

Competitive salary

Dental insurance

Tuition assistance

Resumo da oferta

TeamLogic IT is seeking a Service Delivery Manager to lead our Service Delivery team and drive client-focused, high-quality support. You will oversee service desk operations, coordinate resources, and ensure consistent performance while scaling the business.

The role emphasizes coaching, process improvements, and accountability in a fast-paced MSP environment, reporting to the CTO and leadership to elevate client satisfaction and operational maturity.

Qualificações

• Experience leading service delivery in an MSP environment and coaching teams.
• Strong ability to manage escalations and uphold SLAs.
• Proven track record improving processes and metrics.

Responsabilidades

• Oversee daily service desk, security, and support operations.
• Ensure tickets are triaged, prioritized, assigned, and resolved per SLAs.
• Monitor queues, backlog, aging, escalations, and response times.
• Identify risks and bottlenecks before client impact.
• Drive accountability around service performance and client responsiveness.
• Lead, coach, and develop service delivery team members.
• Collaborate with CTO on strategy, standards, and performance.
• Drive documentation, automation, and process improvements.

Conhecimentos

Leadership

People management

Communication

Operational excellence

Analytical

Formação académica

Bachelor's or associate degree OR 3+ years leading technical service teams

Ferramentas

PSA

RMM

ITSM platforms

Descrição da oferta de emprego

TeamLogic IT is seeking a Service Delivery Manager to lead our Service Delivery team and drive client-focused, high-quality support. You will oversee service desk operations, coordinate resources, and ensure consistent performance while scaling the business.

The role emphasizes coaching, process improvements, and accountability in a fast-paced MSP environment, reporting to the CTO and leadership to elevate client satisfaction and operational maturity.