Service Delivery Manager - MSP

My IT Crew; New York (NY); Remote; USD 110,000 - 150,000; Full time

Job summary

My IT Crew is seeking a Service Manager to lead a remote service delivery team. You will act as an escalation point, manage workloads and service backlogs, track metrics, and drive performance while mentoring staff. Your leadership will align client outcomes with operational excellence and high customer satisfaction.

You’ll collaborate across departments to ensure timely incident resolution and continuous improvement, shaping strategy and service quality in a fast-paced IT environment.

Qualifications

• 5+ years of technical IT experience.
• 3+ years in management or leadership roles.
• Hands-on expertise with Windows Server, Active Directory, Microsoft 365, Firewalls, VPNs, Routing/Switching, Virtualization, and LAN/WAN.
• Strong background in IT service delivery, incident/problem/change management, and client relationship building.
• ITIL knowledge (V3/V4 Foundation strongly preferred).
• Excellent communication skills, you can build trust, present clearly to leadership, and defuse tough situations with calm confidence.
• A proven track record of meeting KPIs and driving team performance.

Responsibilities

• Act as an escalation point for critical client issues, owning communication and resolution.
• Manage scheduling, workload, and utilization to make sure every hour counts.
• Review and manage service backlogs, keeping priorities clear and moving.
• Track key metrics, spot trends, and proactively improve performance.
• Mentor and motivate your team through one-on-ones, coaching, and clear feedback.
• Handle employee reviews, hiring, and staff development.
• Take ownership of major incidents, leading coordination and stakeholder communication.
• Collaborate across departments to maximize client satisfaction and operational efficiency.
• Lead by example, upholding accountability, morale, and excellent customer service.

Skills

IT leadership

Windows Server

Active Directory

Microsoft 365

Firewalls

VPNs

Routing/Switching

Virtualization

LAN/WAN

Job description

Ready to Lead, Inspire, and Make an Impact? Join Us at My IT Crew.

At My IT Crew, leadership isn’t about titles, it’s about impact. Since 2016, we’ve been redefining what it means to deliver IT services, with a focus on empowering people, solving problems, and creating a culture where both our clients and team members thrive.

Our customer satisfaction rating? A steady 97%.
Our growth? Relentless, fueled by innovation and teamwork.
Our culture? Transparent, collaborative, and committed to high performance.

Now, we’re looking for a Service Manager who can raise the bar even higher, someone who can inspire a team, guide our clients, and make sure every hour spent delivers real value.

Position: Service Manager

Location: Remote
Department: Service Delivery

What You’ll Do

As Service Manager, you’ll be the heartbeat of our operations, keeping the team focused, clients happy, and performance on track. You’ll:

• Act as an escalation point for critical client issues, owning communication and resolution.
• Manage scheduling, workload, and utilization to make sure every hour counts.
• Review and manage service backlogs, keeping priorities clear and moving.
• Track key metrics, spot trends, and proactively improve performance.
• Mentor and motivate your team through one-on-ones, coaching, and clear feedback.
• Handle employee reviews, hiring, and staff development.
• Take ownership of major incidents, leading coordination and stakeholder communication.
• Collaborate across departments to maximize client satisfaction and operational efficiency.
• Lead by example, upholding accountability, morale, and excellent customer service.

What You Bring

We’re looking for someone who’s not just a manager, but a leader with vision, grit, and a people-first approach. You’ll bring:

• 5+ years of technical IT experience.
• 3+ years in management or leadership roles.
• Hands-on expertise with Windows Server, Active Directory, Microsoft 365, Firewalls, VPNs, Routing/Switching, Virtualization, and LAN/WAN.
• Strong background in IT service delivery, incident/problem/change management, and client relationship building.
• ITIL knowledge (V3/V4 Foundation strongly preferred).
• Excellent communication skills, you can build trust, present clearly to leadership, and defuse tough situations with calm confidence.
• A proven track record of meeting KPIs and driving team performance.

Why You’ll Love It Here

• A culture where leadership is about coaching, not micromanaging.
• Real influence on strategy, performance, and customer success.
• Tools, training, and processes that evolve with the industry.
• A company that rewards initiative, values growth, and supports your leadership journey.
• A team that listens, learns, and collaborates to win
  together.

If you’re ready to step into a role where your leadership directly shapes client outcomes and team growth, then this might be your next big move.

Let’s talk. My IT Crew isn’t just a place to work, it’s a place to grow, lead, and thrive.