Job Description

The Service Delivery Manager at The 20 oversees the delivery of IT services, manages a team of technical professionals, and maintains strong client relationships in a fast-paced MSP environment. This role requires a balance of leadership, technical insight, and a commitment to quality service. The ideal candidate is proactive, detail-oriented, and focused on creating exceptional service outcomes.

Responsibilities Include but Not Limited To:

• Manage the end-to-end delivery of IT services, ensuring timely resolution of service tickets and adherence to SLAs.
• Monitor ticket queues, assign work, and maintain accountability for resolution quality and documentation.
• Build and maintain strong client relationships, acting as the primary point of contact for escalations and service reviews.
• Identify opportunities for process improvements and implement enhancements to increase efficiency and client satisfaction.
• Lead, mentor, and support a team of service desk professionals, setting clear goals and fostering professional development.
• Provide senior-level technical support for escalated issues involving hardware, software, networking, or infrastructure—onsite or remotely as needed.
• Track and report on key performance metrics, analyzing trends and identifying areas for operational improvement.
• Collaborate cross-functionally with internal teams including technical, sales, and operations to ensure smooth service delivery.

Required Skills & Experience:

• Strong knowledge of Microsoft 365, Azure, Active Directory, DNS, DHCP, and general IT infrastructure.
• Familiarity with virtualization technologies (VMware, Hyper-V) and complex networking environments.
• Excellent leadership, communication, and client-facing skills.
• Proven experience managing escalations and driving results within structured, process-driven environments.
• Experience with service metrics and reporting tools; ITIL certification is a plus.
• Hands-on experience supporting Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive), Intune, and Azure AD.

Preferred Skills, Competencies & Knowledge:

• Kaseya BMS/VSA or similar RMM tools
• IT documentation platforms (e.g., IT Glue)
• Modern OS environments, scripting, or automation tools

Qualifications:

• Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience)
• 3–5 years of experience in a service delivery or technical management role (MSP experience preferred)
• Relevant certifications in Microsoft, networking, or service management are a plus

Physical Demands: The physical demands below describe the essential job functions needed to complete this job.

• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit, stand, walk, talk, hear, and see
• Routine use of hands to type
• Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision, depth perception, and ability to focus
• May require travel dependent on company needs.
• Occasional need to lift and/or move up to 30 pounds

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.

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