MSP Service Delivery Manager

MSP Hire, Inc.; San Diego (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Life Insurance

Paid Time Off and Paid Holidays

401(k) with company matching

Profit Sharing

Job summary

myCRE Cloud in San Diego is seeking an experienced MSP leader to assume ownership of our service organization, build a high-performing technical team, and ensure exceptional service for about 35 clients.

You will lead L1/L2 technicians, professional services, project technicians, and Dispatch Coord, shaping service quality, SLA performance, and client satisfaction. This is a full-time, in-office role in San Diego with a compensation range of $120,000 to $150,000, plus benefits and profit sharing.

Qualifications

• 6+ years in IT, MSP experience.
• 2+ years leading or managing technical staff.
• Experience with MSP service delivery: SLAs, ticket flow, escalations.
• Hands-on through technical ranks with Windows Server/AD, M365, Hyper-V/VMware/Proxmox, networking, backup/DR.
• Experience with Autotask, IT Glue, Datto RMM (Kaseya context).
• Genuinely enjoy leading people and developing others.

Responsibilities

• Lead L1 and L2 technicians, professional services, project technicians, and Dispatch Coordinator.
• Own service quality, SLA performance, and client satisfaction.
• Coach, mentor, and develop technical team members.
• Manage team workload, capacity, and accountability.
• Prioritize tickets, communicate, document, and follow through.
• Participate in important client conversations and service concerns.
• Identify recurring problems and improve processes, training, documentation, or tools.
• Collaborate with executive leadership on staffing, training, capacity, and operational decisions.
• Help shape service standards during growth.

Skills

MSP leadership

Team leadership

IT management

Windows Server/Active Directory

Microsoft 365

Hyper-V/VMware/Proxmox

Networking basics

Tools

Autotask

IT Glue

Datto RMM

Kaseya

Job description

You know the technology. Now you want to lead the people delivering it.

myCRE Cloud is looking for an experienced MSP leader to take ownership of our service organization, develop our technical team, and make sure approximately 35 clients consistently receive exceptional service.

You need enough technical depth to earn the respect of experienced technicians, recognize when something isn't right, and ask good questions. But your success won't be measured by how many difficult tickets you personally solve.

It will be measured by how well your team performs.

What You'll Own

You'll lead our L1 and L2 technicians, professional services and project technicians, and Dispatch Coordinator, with responsibility for:

• Service quality, SLA performance, and client satisfaction

• Coaching, mentoring, and developing technical team members

• Team performance, workload, capacity, and accountability

• Consistent ticket prioritization, communication, documentation, and follow through

• Important client conversations and service concerns

• Identifying recurring problems and turning them into better processes, training, documentation, or tools

• Working directly with executive leadership on staffing, training, capacity, and operational decisions

• Helping shape our service standards as we continue to grow

Your goal is simple: build a service department that gets stronger because of your leadership, not one that depends on you personally solving everything.

You Might Be Our Person If...

You've spent 6+ years in IT, including significant experience inside an MSP.

You've spent at least 2 years directly leading or managing technical people.

You understand the realities of MSP service delivery: SLAs, ticket flow, competing priorities, escalations, documentation, demanding clients, and technicians who occasionally need coaching, direction, or accountability.

You've come up through the technical ranks and have strong working knowledge of:

• Windows Server and Active Directory

• Microsoft 365

• Hyper-V, VMware, and Proxmox

• VPNs, VLANs, NAT, routing, and firewalls

• Backup and disaster recovery

We're a Kaseya organization using Autotask, IT Glue, and Datto RMM, so experience with those tools is valuable.

Most importantly, you genuinely enjoy leading people.

Your instinct when someone struggles is to figure out how to make them better, not simply take the work away from them.

About myCRE Cloud

We provide Managed IT Services, Co-Managed IT Support, and Cloud Hosting to businesses in the Construction industry.

We're a small, close knit company without layers of bureaucracy. Good ideas can actually become reality here, and this position will work directly with executive leadership to influence how our service organization evolves.

We value ownership, autonomy, continuous learning, and sensible processes over micromanagement.

Compensation & Benefits

$120,000 to $150,000, depending on experience

• Medical, Dental, and Vision insurance
• Life Insurance
• Paid Time Off and Paid Holidays
• 401(k) with company matching
• Profit Sharing

One Important Detail

This is a full time, in office position in San Diego.

It is not remote or hybrid.

You must already live in the San Diego area or be genuinely willing to relocate.

If you've built your career in an MSP and are ready to make your biggest impact through the team you lead, we'd like to meet you.