Service Delivery Manager (MSP)

We are a fast growing Managed Service Provider delivering high quality IT and cloud services to a growing client base. We are hiring a Service Manager to lead the Helpdesk function and ensure consistent, responsive, and well managed service delivery across all clients.

This role is ideal for someone with MSP experience who enjoys leading teams, managing escalations, and balancing day to day operations with longer term service improvements. You will work closely with leadership, technical teams, and clients while helping scale processes in a fast paced environment.

What You Will Do

• Oversee daily Helpdesk operations to ensure timely, high quality support
• Track and improve key service metrics including response time, resolution time, and CSAT
• Act as the escalation point for high priority client issues
• Lead and support Pod Managers, fostering accountability and a growth focused culture
• Provide regular feedback, coaching, and career development support
• Plan staffing and resource allocation to meet client demand
• Communicate technical issues clearly to executives and VIP clients
• Partner with internal teams to resolve escalations and align service delivery
• Improve workflows, address recurring issues, and support strategic initiatives
• Participate in EOS planning and align service goals with company objectives
• Manage on call coverage and make sound after hours decisions when needed

What You Bring

Pay and Benefits