Service Delivery Manager

Compensation

$140-$160k Base + 10% Bonus + Full Benefits

Meriden, CT (Hybrid on-site 2-3 days/week)

• Lead and develop a distributed End User Services team, including follow-the-sun support operations.
• Oversee on-site and remote IT support delivery across multiple locations.
• Act as the primary escalation point for the Service Desk and lead major incident coordination.
• Manage VIP support processes and ensure timely resolution of escalated issues.
• Oversee deployment, maintenance, repair, and lifecycle management of end-user hardware and software.
• Manage technician scheduling, dispatching, workload balancing, and service performance against SLAs.
• Partner with infrastructure, security, and Service Desk teams to resolve complex technical issues.

• 5+ years of experience in IT support, field services, or technical operations.
• 2+ years of leadership or team management experience.
• Strong knowledge of desktop support, networking, hardware troubleshooting, and enterprise IT environments.
• Experience with ITSM platforms such as Service Now.
• Strong understanding of ITIL practices and service delivery frameworks.
• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

• ITIL, CompTIA A+, Network+, or similar certifications.
• Experience supporting distributed or multi-location teams.