Service Delivery Manager — MSP Leadership & Excellence

TeamLogic IT - NW Valley; Phoenix (AZ); Sur place; USD 110 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k)

401(k) matching

Paid Time Off

Training & development

Wellness resources

Competitive salary

Dental insurance

Tuition assistance

Résumé du poste

TeamLogic IT - NW Valley is seeking a Service Delivery Manager to lead the Service Delivery team and ensure an exceptional client experience. You will oversee service desk operations, coordinate resources, and drive service quality while collaborating with the CTO and leadership to scale operations.

This leadership role focuses on coaching people, improving processes, solving operational challenges, and creating accountability in a fast-paced MSP environment.

Qualifications

• Experience leading technical service teams in an MSP environment.
• Experience with PSA, RMM, and ITSM platforms.
• Professional certifications such as Microsoft, CompTIA, or similar credentials preferred.

Responsabilités

• Oversee daily service desk, security, and support operations.
• Ensure tickets triaged, prioritized, assigned, and resolved per SLAs.
• Monitor queues, backlog, aging, escalations, response times, and metrics.
• Lead, coach, mentor, and develop service delivery team members.
• Manage staffing, workload balancing, utilization, scheduling, and forecasting.
• Identify skill gaps and coordinate training opportunities.
• Evaluate capacity and recommend hiring and improvements.
• Serve as a senior escalation point for client concerns and incidents.
• Coordinate responses during major incidents and cybersecurity events.
• Build relationships with clients to maintain satisfaction and retention.
• Monitor profitability, labor utilization, and service efficiency.

Connaissances

Leadership

Communication

Time management

Analytical thinking

Decision making

Formation

Bachelor's/Associate degree or equivalent experience

Outils

PSA

RMM

ITSM platforms

Description du poste

TeamLogic IT - NW Valley is seeking a Service Delivery Manager to lead the Service Delivery team and ensure an exceptional client experience. You will oversee service desk operations, coordinate resources, and drive service quality while collaborating with the CTO and leadership to scale operations.

This leadership role focuses on coaching people, improving processes, solving operational challenges, and creating accountability in a fast-paced MSP environment.