MSP Service Delivery Manager

Green Key Resources; New York (NY); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Green Key Resources is seeking an experienced Service Manager to lead the technical support organization within a growing MSP. You will mentor a team of service desk and engineers, drive service delivery excellence, and set KPIs to ensure timely, high‑quality client support.

In this fast‑paced environment, you will partner with senior engineers to resolve escalations, develop knowledge resources, and foster a customer‑first culture while ensuring operational efficiency for small to mid‑sized

Qualifikationen

• 3+ years in IT service management or technical team leadership.
• Experience in MSP environments preferred.
• Strong communication and stakeholder management.
• Proven ability to build collaborative, high-performing teams.
• Excellent organizational and problem-solving abilities.

Aufgaben

• Lead, mentor, and develop service desk and support professionals.
• Foster a customer-first culture focused on responsiveness and client satisfaction.
• Oversee ticket queues, workload distribution, and SLAs.
• Partner with senior engineers to resolve escalated issues.
• Develop knowledge bases, SOPs, and troubleshooting resources.
• Monitor KPIs and service metrics; drive continuous improvement.
• Identify training opportunities and professional development.
• Stay current with emerging technologies to improve delivery.
• Recruit and retain high-performing staff.
• Participate in escalations and after-hours support as needed.

Kenntnisse

Windows administration

Active Directory

Microsoft Exchange

Microsoft 365

Networking

Help desk / service desk

ConnectWise Manage

ConnectWise Automate

RMM tools

IT certifications desirable

Tools

ConnectWise Manage

ConnectWise Automate

Jobbeschreibung

Green Key Resources is seeking an experienced Service Manager to lead the technical support organization within a growing MSP. You will mentor a team of service desk and engineers, drive service delivery excellence, and set KPIs to ensure timely, high‑quality client support.

In this fast‑paced environment, you will partner with senior engineers to resolve escalations, develop knowledge resources, and foster a customer‑first culture while ensuring operational efficiency for small to mid‑sized