Service Delivery Lead: Co-Managed IT Help Desk

SC&H; Columbia (MD); Hybrid; USD 135,000 - 155,000; Full time

Job summary

SC&H, a global consulting and financial services firm, is seeking a Service Delivery Manager to lead the day-to-day operation of the co-managed help desk in Columbia, MD. The role emphasizes delivery discipline, profitability, and strong client relationships.

You will coach pod leads, drive AI adoption, and report on SLA performance while coordinating onboarding for new clients and environments. A hybrid work arrangement is available.

Qualifications

• 8–10 years of experience in managed services or fast-paced support with direct people management.
• Experience owning multitenant or large org uptime, security, and support quality.
• Experience operating a help desk against a documented SLA framework.

Responsibilities

• Own the day-to-day health of the co-managed help desk: ticket flow, queue aging, backlog, and SLA compliance.
• Make in-scope/out-of-scope/escalation decisions using a four-tier framework.
• Serve as the internal escalation point for delivery, scope, and client issues.
• Directly manage pod leads, including coaching, workload balancing.
• Indirectly manage all helpdesk staff and tech pools, assisting coaching and development.
• Drive AI adoption: AI-assisted ticket response drafting and root-cause analysis.
• Build and maintain SLA and delivery performance reporting for client reviews.
• Manage onboarding and delivery into new client environments.
• Participate in quarterly business reviews, presenting performance trends and opportunities.

Skills

Microsoft 365

People management

Customer service

Communication skills

SLA governance

Education

Bachelor's Degree in IT/Computer Science

Tools

HaloPSA

ITIL Foundation

PMP

Microsoft 365 certifications

Job description

SC&H, a global consulting and financial services firm, is seeking a Service Delivery Manager to lead the day-to-day operation of the co-managed help desk in Columbia, MD. The role emphasizes delivery discipline, profitability, and strong client relationships.

You will coach pod leads, drive AI adoption, and report on SLA performance while coordinating onboarding for new clients and environments. A hybrid work arrangement is available.