Service Delivery Manager

Remote Recruitment; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

A leading company is seeking a proactive Service Delivery Manager to work with a UK-based MSP. This key role involves hands-on customer service, managing service tickets, and leading a service desk team while offering excellent long-term career prospects. Candidates must have robust IT support experience, strong communication skills, and a reliable home office setup.

Qualifications

• Minimum 3 years in IT support, helpdesk, or service delivery roles.
• Experience in customer-facing IT environments, preferably MSPs.
• Excellent communication and listening skills.

Responsibilities

• Serve as the primary point of contact for client queries, escalations, and support tickets.
• Manage and resolve service tickets via PSA and RMM tools.
• Develop SOPs and promote best practices within the support team.

Skills

IT support

Customer service

Technical troubleshooting

Microsoft 365

Communication

Time management

ConnectWise Manage PSA

Cybersecurity practices

Education

IT certifications (e.g., MCSA, ITIL)

Tools

ConnectWise RMM

Time-tracking tools

Job description

Service Delivery Manager / Service Desk Administrator

Job Overview

Salary: R28 000 per month

We’re looking for a highly capable and proactive Service Delivery Manager to support a UK-based Managed Service Provider (MSP). This pivotal role blends hands-on customer service and ticket resolution with the strategic oversight of a growing service desk team. You'll begin by handling technical queries and customer tickets directly, with the clear opportunity to grow into a leadership position overseeing service desk technicians.

This is an exceptional opportunity to work directly with a UK employer while being employed through a South African entity. The role includes a stable monthly income, no extra admin fees, and strong long-term prospects as the company scales. You’ll play a foundational role in building the support operation from the ground up.

Key Responsibilities

• Serve as the primary point of contact for client queries, escalations, and support tickets.
• Deliver exceptional client experience through proactive communication and technical support.
• Manage and resolve service tickets via PSA and RMM tools (ConnectWise preferred).
• Evaluate client needs and ensure the smooth operation of systems and service delivery.
• Contribute to the testing and rollout of new products and technologies.
• Lead or assist in cyber security practices including simulations, alerts, and certifications (e.g., Cyber Essentials).
• Uphold rigorous documentation, reporting, and standard operating procedures.
• Oversee KPIs, performance metrics, and ensure continuous improvement.
• Develop SOPs and promote best practices within the support team.
• Step into team leadership—mentoring, staffing, and performance reviews—as the desk grows.
• Champion a high-standard remote work environment, with clear communication and trust.

Qualifications & Experience

Essential:

• Minimum 3 years in IT support, helpdesk, or service delivery roles.
• Experience in customer-facing IT environments, preferably MSPs.
• Strong knowledge of Microsoft 365 and general technical troubleshooting.
• Excellent communication and listening skills – must be confident and professional with clients.
• Proven ability to work independently and manage time effectively.
• Exposure to tools like ConnectWise Manage PSA and ConnectWise RMM.
• Reliable internet connection and quiet, professional home office environment.
• Ability to handle UK business hours and commit to consistent availability.
• Familiarity with time-tracking tools like Work Composer or similar.

Desirable:

• IT certifications (e.g., MCSA, ITIL, ITSM) or equivalent experience.
• Leadership experience or desire to move into a team lead/manager role.
• Experience conducting root cause analysis and proactive remediation.
• Exposure to Guardz, phishing simulations, and basic cybersecurity protocols.