Service Delivery Lead — ITSM/MSP Coaching

Cortavo; Atlanta (GA); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Performance-based bonuses

Job summary

Cortavo is seeking a Service Delivery Team Lead in Atlanta to oversee daily queue management, coach the team, and ensure process adherence. This role reports to the Team Lead and indirectly to the Director of Service Delivery, with a focus on improving efficiency and service quality.

Ideal candidates have IT service desk leadership experience, MSP familiarity, and strong communication skills to manage escalations and performance metrics across the team.

Qualifications

• Associate’s degree or higher.

Responsibilities

• Oversee daily queue management and escalation for Service Desk.

Skills

Team leadership

Coaching

Customer service

SLA management

Communication

Organization

Time management

After-hours support

Education

Associate’s degree or higher

Tools

Halo

Datto

IT Glue

Microsoft 365

Windows 10/11

Mac OS

Job description

Cortavo is seeking a Service Delivery Team Lead in Atlanta to oversee daily queue management, coach the team, and ensure process adherence. This role reports to the Team Lead and indirectly to the Director of Service Delivery, with a focus on improving efficiency and service quality.

Ideal candidates have IT service desk leadership experience, MSP familiarity, and strong communication skills to manage escalations and performance metrics across the team.