Service Delivery Manager, Service Desk

Reports to:

Director of Operations

Location:

Orem, UT
Work Arrangement:
On-site initially; limited hybrid flexibility (up to 1 day/week) available after service operations are stable and expectations are consistently met.
Compensation: $60,000–$80,000 (based on experience)

Benefits:
Health, Dental, 401k, and PTO

The Service Delivery Manager – Service Desk owns how service is delivered internally and how that delivery shows up for clients.

This is a primarily internal-facing leadership role responsible for the health, consistency, and performance of the Service Desk. While the role may engage in client escalations when needed, it is not an account management role and not a technical escalation role.

This position exists to ensure service commitments are met through strong leadership, clear standards, and disciplined execution, not by taking tickets or performing hands-on technical work.

• Owns service delivery outcomes, not sales or account relationships
• Leads people, process, and performance, not daily ticket work
• Acts as a steward of SLAs, KPIs, and service standards
• Serves as the internal authority for how work flows through the Service Desk

• Leading and mentoring two Service Desk Supervisors (each overseeing 6–8 technicians)
• Directly managing a small Service Desk and Dispatch function
• Acting as the final escalation point for service-related decisions
• Reviewing service performance and trends, then driving corrective action
• Enforcing and refining KPIs, SLAs, and service delivery standards
• Overseeing after-hours on-call scheduling and coverage
• Partnering with Operations leadership to evolve service processes over time

This role is 99% managerial and is not intended to be a hands-on technical position.

• Supervisors confidently handle day-to-day decisions and escalate appropriately
• Service KPIs and SLAs are consistently met, tracked, and understood
• Escalations are handled calmly, decisively, and with minimal client friction
• Service Desk operations are predictable, stable, and improving
• Technicians experience clearer processes and fewer competing priorities
• Leadership trusts you to own service delivery without micromanagement

• Directly manage:
  • 2 Service Desk Supervisors
  • Service Desk and Dispatch staff
• Authority over:
  • Hiring recommendations and performance management
  • Disciplinary actions and performance improvement plans
• Scheduling, PTO approvals, and after-hours coverage
• Own service accountability, including:
  • SLA adherence and exception handling
  • KPI reporting and interpretation
  • Alignment to client agreements and commitments
• Participate in escalated client interactions as needed (approximately 10% external-facing)

• Prior experience in a service management or supervisory role within IT
• Strong understanding of how Service Desks operate in real environments
• Experience managing supervisors or team leads
• Comfort enforcing standards and making difficult decisions
• Working knowledge of KPIs, SLAs, and ticket-driven workflows
• Technical background sufficient to:
  • Understand Tier 2 / Tier 3 work
  • Review ticket quality and trends
  • Challenge technical assumptions when necessary
• Experience with service management platforms such as:
  • Fresh service

• MSP experience
• Prior Tier 2 or Tier 3 technical background
• Experience refining KPIs and service metrics over time
• Familiarity with Active Directory, Microsoft 365, and MSP environments
• Hands-on system configuration experience (Fresh service/ Connect Wise)

• Not an account management role
• Not a sales or client ownership position
• Not a technical escalation or ticket-taking role
• Not a general operations manager disconnected from IT

This role requires technical literacy, leadership maturity, and operational discipline — not hands-on heroics.

• MSP environment with a defined service roadmap
• Processes exist and will be refined over time
• Team members are stretched today; your leadership brings structure and relief