Senior Manager, Service Delivery & Technical Operations

Location: Naples, Florida

Position: Full-Time, On-Site

Schedule: Monday-Friday, 8:30 a.m.

-5:00 p.m.

Salary: $95,000-$120,000 annually, based on experience

Additional Compensation: Bonus opportunity

This position is in-office only at our Naples location. Remote work is not available.

Network Minds is a relationship-driven Managed Service Provider with more than 22 years of experience supporting businesses throughout Southwest Florida. Our culture is built on trust, teamwork, growth, and a commitment to delivering exceptional service.

As a locally owned and managed company, we offer our team the opportunity to contribute ideas, improve how we operate, and make a meaningful impact without layers of corporate red tape.

We care deeply about our clients and employees. As we continue to grow, we are looking for an experienced MSP leader who shares our passion for customer service, employee development, and operational excellence.

The Senior Manager, Service Delivery & Technical Operations will provide leadership across our technical service delivery and project operations, helping ensure projects stay on track, SLAs and KPIs are achieved, and our technical team and clients have the support they need to succeed.

This is primarily a leadership and management position, but it requires a high level of technical aptitude. The ideal candidate will be comfortable leading engineers and technicians, managing complex technical projects and deployments, assisting with escalated technical issues, and performing select engineering work when needed.

A major focus of this position is the successful execution and delivery of technical projects.
This individual will work closely with our IT Director to ensure facilitating projects, new technologies, and solutions are implemented according to established technical and security standards.

We are looking for someone who takes ownership, develops people, brings new ideas, and continuously looks for opportunities to improve how we serve our clients and operate as a team.

• Lead day-to-day technical service delivery, project execution, and team priorities.
• Take ownership of SLAs, KPIs, project deadlines, and client commitments
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• Lead engineers and technicians assigned to client projects, deployments, and complex technical initiatives.
• Manage project execution from planning through implementation and handoff, ensuring clear responsibilities, timelines, communication, documentation, and accountability.
• Work closely with the IT Director to ensure new technologies and tools are properly implemented as part of client projects and deployments.
• Provide high-level technical guidance and assist with escalated help desk issues and select engineering work when needed.
• Identify project risks, service issues, resource needs, and roadblocks and proactively communicate them to the CEO, COO, and IT Director.
• Mentor and develop engineers and technicians through coaching, knowledge sharing, and improvements to workflows and processes.
• Identify opportunities to improve client environments, project delivery, documentation, internal processes, and overall service delivery.
• Facilitate monthly project and service team meetings focused on priorities, accountability, challenges, and continuous improvement.
• Schedule and conduct client QBRs with key decision makers to discuss technology priorities, risks, upcoming projects, and opportunities for improvement.

• Previous leadership experience within a Managed Service Provider (MSP) environment is required.
• Strong technical background with the ability to effectively lead engineers and technicians while communicating confidently with clients…