Co-Managed Services Manager - Technology Advisory

The Service Delivery Manager owns day-to-day operations of the Co-Managed Services help desk, responsible for the execution and delivery of our managed IT services. This role brings the structure and discipline of a mature managed services operation to a book of work that varies significantly by client, engagement type, and technical environment. The Service Delivery Manager is the internal escalation point for delivery, scope, and client-relationship issues, and owns the scope discipline that keeps contracted work profitable.

This role is based locally in Columbia, MD, with hybrid flexibility.

• Own the day-to-day operational health of the co-managed help desk: ticket flow, assignment, queue aging, backlog, and SLA compliance across the service lead team
• Make the in-scope/out-of-scope/escalate call on tickets directly, using the four-tier framework (Standard, Conditional, Out of Scope, Always Project/Add-On)
• Serve as the internal escalation point for delivery, scope, and client-relationship issues
• Directly manage the pod leads, including coaching, workload balancing, and career
• Indirectly manage all helpdesk staff and tech pools including assisting pod leads where necessary for coaching and development of all staff
• Drive practical AI adoption inside the help desk: AI-assisted ticket response drafting, trend and root-cause analysis, and generation of client-facing support documentation
• Build and maintain SLA and delivery performance reporting used in client business reviews and internal leadership reporting
• Manage and coach the team through new client onboarding and delivery of services into new environments
• Participate in quarterly business reviews, presenting performance and scope trends, and surface expansion opportunities

• 8-10 years of experience in managed services, help desk, or a fast-paced, ticket-driven support environment, including direct people management
• Strong Microsoft 365 skillset: administration, Entra /conditional access, and the licensing and security posture decisions that come with running M365 at scale
• Demonstrable experience owning support for a multitenant environment or a large single organization, with direct accountability for uptime, security posture, and support quality
• Experience running a help desk or delivery operation against a documented SLA framework and contracted scope
• Genuine commitment to customer service and a track record of leading teams in a fast-paced environment
• Excellent communication skills, with the ability to engage in client-facing escalation and strategy discussions

• Bachelor's Degree in an IT/Computer Science focused path
• Experience with HaloPSA or other category leading MSP PSA platforms, or demonstrated ability to quickly learn and implement help desk systems and platforms
• ITIL Foundation, PMP, or similar service-delivery/process certification
• Microsoft 365 certifications at the administrator level (Modern Desktop Administrator Associate, Security/Compliance/Identity Fundamentals); architect-level certifications not required for this role
• Familiarity with Microsoft CSP/NCE licensing mechanics and how licensing decisions affect client billing exposure

The Service Delivery Manager is expected to pursue relevant service-delivery and Microsoft 365 certifications, contribute recommendations to the help desk's operating model and roadmap, and continuously improve processes that enhance service delivery and client satisfaction.

SC&H is an employee-owned, global consulting and financial services firm – home to people who believe in the power of trusted personal relationships. Everyone here shares a passion for driving results, fueled by the genuine…