Service Delivery Leader – MSP NOC & Multi-Location Ops

Darkhorse Tech; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Darkhorse Tech is recruiting a Service Manager to own service delivery across the Service Team and the NOC. You will oversee five leaders and fifty-two people, not solving tickets but coaching leaders to run their teams to standard.

This role emphasizes building leaders, maintaining consistent client experiences, and driving KPI improvements across a multi-location client base including DSOs. Remote work available across the U.S. with East-coast aligned hours.

Qualifications

• Real experience managing managers; not technicians.

Responsibilities

• Manage and develop four Technical Team Leaders and one NOC Team Lead through consistent one-on-ones and accountability.
• Own service KPIs across both organizations: response time, resolution time, CSAT, ticket aging, backlog.
• Ensure consistent client experience and standardized performance across pods and leads.
• Oversee NOC operations including backups, email security, monitoring, and vendor coordination.
• Escalation point when a Team Leader cannot resolve a client issue and address root causes.
• Own service delivery for largest DSO accounts with escalation and SLA focus.
• Review escalation patterns and address underlying causes rather than tickets.
• Establish and enforce service processes, workflows, and documentation.
• Partner with People & Culture on hiring, onboarding, performance, retention.
• Carry quarterly ROCKs on Service Traction Leadership Team.

Skills

Manage managers

IT service leadership

KPIs improvement

NOC familiarity

multi-location/enterprise accounts

coaching instinct

analytical/process-driven

HIPAA cybersecurity ITIL

PSA/RMM experience (ConnectWise)

Tools

ConnectWise

Job description

Darkhorse Tech is recruiting a Service Manager to own service delivery across the Service Team and the NOC. You will oversee five leaders and fifty-two people, not solving tickets but coaching leaders to run their teams to standard.

This role emphasizes building leaders, maintaining consistent client experiences, and driving KPI improvements across a multi-location client base including DSOs. Remote work available across the U.S. with East-coast aligned hours.