Co-Managed Services Manager - Technology Advisory

SC&H Group External•Columbia, MD

35d•Hybrid

About The Position

The Service Delivery Manager owns the day-to-day operations of the Co-Managed Services help desk, responsible for the execution and delivery of our managed IT services. This role brings the structure and discipline of a mature managed services operation to a book of work that varies significantly by client, engagement type, and technical environment. The Service Delivery Manager is the internal escalation point for delivery, scope, and client-relationship issues, and owns the scope discipline that keeps contracted work profitable. This role is based locally in Columbia, MD, with hybrid flexibility.

Requirements

8-10 years of experience in managed services, help desk, or a fast-paced, ticket-driven support environment, including direct people management
Strong Microsoft 365 skillset: administration, Entra ID/conditional access, and the licensing and security posture decisions that come with running M365 at scale
Demonstrable experience owning support for a multitenant environment or a large single organization, with direct accountability for uptime, security posture, and support quality
Experience running a help desk or delivery operation against a documented SLA framework and contracted scope
Genuine commitment to customer service and a track record of leading teams in a fast-paced environment
Excellent communication skills, with the ability to engage in client-facing escalation and strategy discussions

Nice To Haves

Bachelor's Degree in an IT/Computer Science focused path
Experience with HaloPSA or other category leading MSP PSA platforms, or demonstrated ability to quickly learn and implement help desk systems and platforms
ITIL Foundation, PMP, or similar service-delivery/process certification
Microsoft 365 certifications at the administrator level (Modern Desktop Administrator Associate, Security/Compliance/Identity Fundamentals); architect-level certifications not required for this role
Familiarity with Microsoft CSP/NCE licensing mechanics and how licensing decisions affect client billing exposure

Responsibilities

Own the day-to-day operational health of the co-managed help desk: ticket flow, assignment, queue aging, backlog, and SLA compliance across the service lead team
Make the in-scope/out-of-scope/escalate call on tickets directly, using the four-tier framework (Standard, Conditional, Out of Scope, Always Project/Add-On)
Serve as the internal escalation point for delivery, scope, and client-relationship issues
Directly manage the pod leads, including coaching, workload balancing, and career
Indirectly manage all helpdesk staff and tech pools including assisting pod leads where necessary for coaching and development of all staff
Drive practical AI adoption inside the help desk: AI-assisted ticket response drafting, trend and root-cause analysis, and generation of client-facing support documentation
Build and maintain SLA and delivery performance reporting used in client business reviews and internal leadership reporting
Manage and coach the team through new client onboarding and delivery of services into new environments
Participate in quarterly business reviews, presenting performance and scope trends, and surface expansion opportunities