Service Delivery Manager - MSP - Remote - US Shift

Crown Computers; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Crown Computers, a San Diego based MSP, seeks a Service Delivery Manager for its India team. This fully remote role requires MSP experience, ConnectWise expertise, and a track record of running a service desk with strong client interaction.

You will own the service desk metrics, coach engineers, manage SLAs, and shape the service management function with real autonomy.

Qualifications

• You have run a service desk at an MSP with multiple clients.
• You own a service board in ConnectWise Manage and can cite metrics.
• You have led engineers and set clear expectations.

Responsibilities

• Oversee day-to-day performance of the service desk and ticket flow.
• Own queue management, escalations, and SLA attainment.
• Coach engineers and use metrics to improve client satisfaction.
• Shape the service management function with autonomy.

Skills

MSP experience

ConnectWise

Service desk leadership

English communication

Tools

ConnectWise Manage

Autotask

HaloPSA

Kaseya

NinjaOne

Job description

Role & responsibilities

Preferred candidate profile

Crown Computers is a San Diego based Managed Services Provider. We have been keeping businesses running since 1996, and we are hiring our first dedicated Service Delivery Manager for our India team.

Thanks for taking a look at this ad. Please only apply to this job if you have the following:

• Previous MSP experience
• Have worked with ConnectWise
• Most importantly, understand and have years of experience in running a service desk and being a service manager.

All other ads will not be considered. If you hit these marks please keep reading. : )

This role is FULLY REMOTE. You can work from home, not from an office floor. The main requirement is a stable, reliable home internet connection and a quiet place to take client calls. Also, you can be based anywhere in India. Chandigarh is listed as our base, and I, the owner of Crown Computers, have to travel there to visit our one employee there, Rajeev. I picked that location only because Naukri requires one to be entered. You don't need to live there.

| as I mentioned, we have had one employee in Chandigarh for the past 20 years.

More about the opportunity:

Shift: 8:30 PM to 5:30 AM IST, Monday to Friday. That is 8:00 AM to 5:00 PM in San Diego. So the other criteria is that this job needs to be during San Diego, California hours, which is the same as Los Angeles. It's otherwise known as PST.

What you would own:

The day-to-day performance of our service desk. Ticket flow, queue ownership, escalations, engineer coordination, SLA attainment, and client satisfaction. You would set clear expectations for the team, coach the engineers, and use the numbers to actually move the numbers.

This is a newly created seat with real autonomy. You would be shaping the service management function, not inheriting someone else's.

What we need from you:

You have run a service desk at an MSP. Many clients, not one internal IT department. This is the single most important thing and we will ask you about it in detail.

You have personally owned a service board in ConnectWise Manage. Autotask, HaloPSA, Kaseya, NinjaOne and similar count, but ConnectWise is what we run.

You can name the metrics you owned, where they started, and where you took them.

You have led engineers, not just worked alongside them.

Strong spoken and written English. Our clients are American small businesses and you will be talking to them directly.