Remote IT Service Delivery Leader - Drive Client Impact

Gaddr; United States; A distancia; USD 90.000 - 110.000; Jornada completa

Descripción de la vacante

My IT Crew is seeking a Service Manager to lead a high-performance service delivery team in a fully remote setting. You will own critical incidents, drive client satisfaction, and coach staff to deliver measurable value while maintaining strong governance and KPI-driven results.

As a leader, you’ll partner with cross-functional teams, manage workloads, review backlogs, and foster a culture of transparency, collaboration, and continuous improvement—delivering real impact for clients and the

Formación

• 5+ years of hands-on IT experience.
• 3+ years in management or leadership roles.
• Expertise with Windows Server, Active Directory, M365, firewalls, VPNs, routing/switching, virtualization, and LAN/WAN.
• ITIL knowledge (V3/V4 Foundation preferred).
• Excellent communication and leadership for KPI-driven team performance.

Responsabilidades

• Serve as escalation point for critical client issues and own communications.
• Manage scheduling, workload, and utilization to optimize productivity.
• Review and manage service backlogs with clear priorities.
• Track metrics, spot trends, and drive performance improvements.
• Mentor and motivate team through coaching and feedback.
• Oversee employee reviews, hiring, and staff development.
• Lead major incident coordination and stakeholder updates.
• Collaborate across departments to maximize client satisfaction.
• Lead by example with accountability and excellent service.

Conocimientos

Leadership

Client relationship management

Incident management

Change management

KPI driven performance

Communication

ITIL knowledge

Herramientas

Windows Server

Active Directory

Microsoft 365

Firewalls

VPNs

Routing/Switching

Virtualization

LAN/WAN

Descripción del empleo

My IT Crew is seeking a Service Manager to lead a high-performance service delivery team in a fully remote setting. You will own critical incidents, drive client satisfaction, and coach staff to deliver measurable value while maintaining strong governance and KPI-driven results.

As a leader, you’ll partner with cross-functional teams, manage workloads, review backlogs, and foster a culture of transparency, collaboration, and continuous improvement—delivering real impact for clients and the