Service Delivery Manager

About myCRE Cloud

myCRE Cloud is an IT company specializing in supporting the Construction and Real Estate industries. We provide Managed IT Services (MSP), Co-Managed IT Support, and Cloud Hosting solutions to a focused portfolio of clients who depend on us to keep their businesses running. We operate with the agility and culture of a small company — close-knit, low on bureaucracy, and intentional about the systems we put in place.

We believe in giving our team room to grow, take ownership, and expand their skills without being micromanaged. Every process and control we introduce is carefully weighed against the experience it creates for our staff and our clients.

We are hiring a Service Delivery Manager (Technical) to lead our service team and own the quality of the technical support we deliver. This is a hybrid role: part senior technical authority (Level
3), part service team leader. You will be the highest technical escalation point in the company, the manager of our service organization, and a direct partner to executive leadership in shaping how we deliver to clients. This role is ideal for someone who has come up through the technical ranks, enjoys solving the hardest problems, and is ready to lead a team while staying meaningfully hands‑on.

This is a full‑time, in‑office position based at our corporate office in San Diego, CA. This role is not remote and not hybrid — daily in‑office presence is a non‑negotiable requirement. Candidates must be local to the San Diego area or willing to relocate.

• Service Delivery Outcomes — You own the overall quality, consistency, and SLA performance of service delivered to approximately 35 MSP clients.
• The Service Team — You directly manage our Level 1 and Level 2 technicians, professional services and project technicians, and our Dispatch Coordinator.
• Level 3 Escalation — You are the final internal technical escalation point. When a problem can’t be solved below you, it lands on your desk.
• Client Experience — You are accountable for how clients experience our service, working closely with the Dispatch Coordinator who handles the day‑to‑day operational load.
• Team Development — You coach, mentor, and develop the technicians on your team, helping them grow their skills and careers.
• Hiring Input — You make hiring and performance recommendations to the executive team (with the goal of expanding decision authority over time as the role matures).
• Employee Reviews — You will take part in the 30/60/90 day review process for new hires and the semi‑annual employee reviews for the members of your team.

• Lead the service team through daily operations, escalations, and project work.
• Serve as the L3 technical resource for complex troubleshooting across our client environments.
• Partner with the Dispatch Coordinator to ensure tickets are flowing, prioritised correctly, and resolved within SLA.
• Engage directly with clients during escalations, strategic conversations, and relationship‑building.
• Identify trends, gaps, and opportunities for improvement in how we deliver service.
• Work with leadership on staffing, training, tooling, and process decisions.
• Help define and evolve our service standards as the company grows.

• 6+ years of IT experience, ideally with significant time in an MSP or multi‑client support environment.
• 2+ years of direct management or team leadership experience.
• Demonstrated experience as a senior technical resource handling complex, escalated issues.
• Strong client‑facing communication skills — comfortable explaining technical concepts to non‑technical stakeholders and managing difficult conversations.

• Microsoft Windows Server and Active Directory administration.
• Microsoft 365 administration and support.
• Virtualisation — Hyper‑V, VMware, and Proxmox.
• Networking fundamentals — VPN, NAT, VLANs, routing, firewalls.
• Backup and disaster recovery strategy and implementation.
• Comfort with documentation, ticketing discipline, and standardised processes.

• Autotask (PSA / ticketing).
• IT Glue (documentation).
• Datto RMM (remote…