Service Delivery Manager- NYC

ACS International Resources (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.

• 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

• 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 Connect Wise 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.

• 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 Connect Wise, N-able, ITBoost, and Bright Gauge to track progress,…