Service Delivery Manager- NYC

Inspiroz; New York (NY); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid time off

Bonus potential

Job summary

Inspiroz is seeking a dedicated Service Delivery Manager to lead the delivery of IT services to schools and corporate clients. You will supervise a distributed team, coordinate with remote support and on-site technicians, and travel within the territory about 35% of the time.

Under the Director of Service Delivery, you will ensure service quality, manage client expectations, and drive improvements across ticket flow, SLAs, and project delivery in a dynamic MSP environment.

Qualifications

• Bachelor’s degree in a technology related field or equivalent certifications.
• Minimum of 5 years in a client and team management role with leadership experience.

Responsibilities

• Participate in client meetings to review service status, priorities, and escalations.
• Act as the primary service owner for assigned clients to drive issues to resolution.
• Coordinate escalations and ensure timely follow-up and communication.
• Build and maintain relationships with client stakeholders and manage expectations.
• Conduct regular onsite client visits to ensure service quality and alignment with client expectations.
• Lead and coach School Technology Specialists and Business Technology Specialists.
• Use ConnectWise and dashboards to monitor tickets, SLA adherence, and workload.
• Collaborate with remote MST / Infrastructure / Projects teams on tickets and projects.

Skills

Leadership

Customer service

Relationship building

Communication skills

MSP experience

Education

Bachelor’s degree in technology

Tools

ConnectWise

ITIL

Windows

Chrome

macOS

Active Directory

Job description

ACS InternationalResources (ACS)/Inspiroz is seeking a dedicated, detail-oriented Service Delivery Manager (SDM) to join our service delivery management team. As an SDM, you will play a crucial role in leading and ensuring the successful delivery of our IT services to our schools and corporate clients. Working under the supervision of our Director of Service Delivery, you will interact regularly with our remote technical support team, on-site technicians, and various key client contacts. This role requires travel within territory 35% of the time.

ACS, parent to Inspiroz, has been providing IT services and consulting for 30 years with great success. Principal offerings today include providing strategic advice, IT infrastructure services, and affordable, fully-staffed 24/7/365 IT support and remote monitoring services. ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we created Inspiroz to fully focus our work on K-12 education. Inspiroz is unique in that we focus our work on charter schools, and we understand what is needed to create and maintain an IT environment that allows teachers and leaders to drive student outcomes and operational excellence.

Inspired by our core values of: Be Courageous, The Extra Mile, Today, Not Tomorrow, and Communicate, Communicate, Communicate we excel in serving our partners and adapting to their ever-changing technology needs.

Education: The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications.

Experience: The successful candidate should have at least 5 years of experience in a client and team management position. Be able to demonstrate experience leading teams and providing technical oversight to a team.

Key Responsibilities:

Client Relationship Management

• Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
• Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams.
• Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues).
• Build and maintain strong relationships with client stakeholders and manage expectations effectively.
• Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations

Team Management and Development

• Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites.
• Provide high-quality customer service and support through strong team coaching, accountability, and performance management.
• Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges.
• Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency.
• Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures.
• Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality.
• Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards.
• Participate in hiring decisions for STS/BTS as needed.

Collaboration with Remote MST / Infrastructure / Projects Teams

• Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams.
• Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work.
• Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes.
• Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner.
• Additional duties as required
• Coordinate and support project planning, scheduling, and execution with remote and onsite teams.
• Identify and implement practical operational improvements to enhance service delivery and team effectiveness.

Knowledge, Skills, and Abilities: The successful candidate will have:

Knowledge of:

• ITSM Tools (ConnectWise preferred)andITIL best practices/framework
• Windows,ChromeandMACO\S knowledge
• Active Directory
• Networking equipmentand concepts
• Hardware repairsand installations

Skills

• Excellentcustomer service skills
• Excellentleadership skills
• Excellent relationship-building skills
• Excellent verbal and written communication skills
• Extensive knowledge of the IT industry andpreviousMSP experience

Abilities

• Ability toconsistently communicatewith Clients – outward and inward (listening,identifyingareas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
• Ability to communicate technical concepts to technical and non-technicalusers.
• Ability to adaptand implement new procedures and systems effectively.
• Ability to self-motivate and work independently whenrequired, taking initiative and ownership of tasks.
• Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

Whatyou willreceive:

• A company dedicated to fostering and maintaining a positive and inclusive company culture.
• An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions.
• A company that is committed to continuous improvement while upholding our core principles and values.
• Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges.
• A competitive compensation package with generous benefits and bonus potential.
• Engaging and diverse technical work performed in a dynamic and fast-paced environment.
• Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and skills.
• Employee Benefits: Inspiroz provides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.