MSP Service Delivery Manager

Overview

We are seeking an experienced MSP service delivery leader to own the performance and day‑to‑day execution of our Managed IT practice. This role provides direct leadership, management, and accountability for the MSP delivery team — Senior Engineer, Systems Administrator, and Help Desk Lead — and is the single point of accountability for service quality, SLA compliance, and team performance across all managed clients.

This role is also the technical translation layer between the MSP team and the Director of Operations — able to speak fluently to engineers on the floor and to distill technical reality into business terms for operational leadership. Grounded in our WIRED (Winning, Integrity, Respect, Excellence, Discipline) culture, the ideal candidate pairs strong service‑delivery management with a solid technical foundation and a track record of building and holding high‑performing teams accountable.

Director of Operations

Senior Engineer, Systems Administrator, Help Desk Lead

• 5+ years in MSP or IT service delivery, including 2+ years directly leading or supervising a technical team or service desk.
• Demonstrated people leadership: performance management, coaching, development plans, and a track record of holding a team accountable to defined standards.
• Proven ability to run a service board/queue — SLA configuration, dispatch and scheduling, and enforcing ticketing and real‑time time‑tracking discipline (PSA experience required; specific platform can be learned).
• Ownership of service‑delivery metrics (SLA compliance, technician utilization/billable %, CSAT, escalation/reopen rates) and the discipline to run a cadence off them.
• Command of a tiered escalation model (Help Desk partner → Help Desk Lead → Systems Administrator → Senior Engineer) sufficient to enforce routing, arbitrate priorities, and prevent skip‑level dumping.
• Solid technical grounding across the managed stack — Windows Server/AD, M365/Entra , Meraki networking, virtualization, endpoint security (Sentinel One), backup/DR, RMM — sufficient to evaluate work, guide the team, and make sound prioritization calls.
• Ability to operate as the technical‑to‑business translation point: conversant enough to engage engineers on infrastructure specifics, and clear enough to frame technical risk, cost, and priority for operational leadership in business terms.
• Client‑facing delivery ownership: running service‑health conversations and driving delivery‑issue escalations to resolution.
• Process/SOP and documentation governance (IT Glue standards, change discipline).
• Strong organizational discipline managing across multiple concurrent client environments.

• ITIL Foundation (the most role‑relevant certification for this seat).
• Connect Wise Manage and Automate experience.
• Project management experience or PMP; vCIO/Q  strategic advisory exposure.
• Reporting fluency in Bright Gauge and/or Power BI.
• Managed print/imaging services exposure (aligns with company’s print‑led model and the long‑term unified Help Desk).
• Additional certifications: MS-900, AZ-104, MS-102, CompTIA Network+/Security+.

• Provide day‑to‑day leadership for the MSP delivery team; set clear expectations and hold each role accountable to its defined standards.
• Own performance management — regular 1:1s, coaching, reviews, development plans; address underperformance directly and promptly.
• Manage scheduling, workload distribution, PTO/coverage, and on‑call rotation to protect SLA coverage.
• Serve as the team’s single escalation and decision point; remove roadblocks and make the call when priorities conflict.
• Reinforce WIRED culture and company operational standards within the MSP function.

• Own end‑to‑end MSP delivery execution: queue health, response/resolution SLAs, and service quality across all managed clients.
• Enforce the escalation model and govern triage, routing, and hand‑offs across the team and the Help Desk partner.
• Oversee daily operational cadence — RMM/NOC alert handling, backup verification, morning health…