Remote Service Delivery Leader (MSP/NOC) - Healthcare IT

Darkhorse Tech; Oregon; Hybrid; USD 85.000 - 115.000; Vollzeit

Zusammenfassung

Darkhorse Tech seeks a Service Manager to own service delivery across its service team and NOC. You will coach five team leaders and ensure consistent, high-quality support for 52 engineers; this role is about leadership, not ticket solving.

You will drive KPIs (response time, resolution time, CSAT, backlog), align processes, and partner with People and Culture on hiring and retention. Remote work across the U.S. | $85k-$115k.

Qualifikationen

• Real experience managing managers, not technicians.
• IT service leadership experience, ideally MSP background.
• Proven KPI improvement for service delivery.
• Comfort with NOC functions and enterprise accounts.

Aufgaben

• Manage and develop four Technical Team Leaders and one NOC Team Lead.
• Own service KPIs: response time, resolution time, CSAT, backlog.
• Ensure consistent Darkhorse experience across pods and leads.
• Oversee NOC operations including backup verification and email security.
• Escalation point for complex client issues and root-cause analysis.

Kenntnisse

People management

Leadership

KPIs improvement

Analytical thinking

Coaching

HIPAA knowledge

ITIL principles

Change management

Ausbildung

ITIL certification

HIPAA training

Tools

ConnectWise

NOC monitoring tools

Jobbeschreibung

Darkhorse Tech seeks a Service Manager to own service delivery across its service team and NOC. You will coach five team leaders and ensure consistent, high-quality support for 52 engineers; this role is about leadership, not ticket solving.

You will drive KPIs (response time, resolution time, CSAT, backlog), align processes, and partner with People and Culture on hiring and retention. Remote work across the U.S. | $85k-$115k.