IT MSP Services Delivery Manager; Portland

IT Managed Services Delivery Manager

Location:

Portland, OR

Client Industry: IT Managed Services Provider (MSP)

Compensation: $45-55/ hour

Employment Type:

Interim-to-Permanent

Job Title:

Service Delivery Manager

We are seeking an experienced and proactive Service Delivery Manager to guide a team of Level 1/2 Engineers, ensuring high-quality technical support, continuous learning and effective issue resolution. The role will oversee the day‑to‑day activities of the team, provide guidance, and ensure timely and accurate support to customers. It will also serve as a liaison between the engineering team and other departments to ensure alignment with company goals and maintain client relationships and satisfaction for the West Coast.

• Team Management & Leadership:
  Lead, mentor, and motivate a team of Level 1/2 Engineers to deliver exceptional service to customers.
• Technical Support & Escalation Handling:
  Oversee and support the team’s resolution of technical issues, ensuring escalations are handled effectively.
• Monitoring & Reporting:
  Track and report on key performance metrics (KPIs) such as queue management (hours worked, response and resolution time frames) and client satisfaction.
• Process Improvement & Optimization:
  Collaborate with service delivery leads to improve tools, processes and workflows. Help define and refine SOPs to streamline support processes and drive initiatives to improve efficiency, reduce errors and enhance overall quality of support.
• Training & Development:
  Provide ongoing training, mentoring and guidance to team members, helping them develop technical and soft skills. Ensure the team is up to date on the latest product updates, technologies and industry trends. Conduct 1:1s, performance reviews, provide constructive feedback and establish development goals.
• Cross-functional Collaboration:
  
  Work closely with Product Management, Engineering and other departments to align on customer issues and feedback. Assist in product development and troubleshooting by communicating customer feedback and common challenges to the appropriate teams.

• Bachelor’s degree in computer science, information technology or a related field (or equivalent experience).
• At least 3-5 years of experience in an engineering or technical support role, with 1-2 years in a leadership or supervisory capacity.

• Strong understanding of product/service offerings and technical troubleshooting skills.
• Proficiency in key technologies relevant to the team (e.g., networking, server management, cloud technologies, databases).
• Experience with monitoring tools, ticketing systems and knowledge management software.
• Familiarity with common ticketing systems, incident management and escalation processes.
• Identify areas for improvement in team performance, processes and customer support workflows. Prepare regular updates for senior management on team performance.
• Provide hands‑on technical support and troubleshooting for complex or higher-priority issues.
• Ensure team members follow best practices, quality standards and company policies while resolving customer issues.
• Act as the point of contact for the team, providing leadership, technical guidance and support for challenging escalations.

• Proven ability to lead, mentor and develop a team in a fast‑paced environment. Strong communication skills to interact with customers, engineers and other departments effectively.
• Ability to balance team needs, customer requirements and company goals.