IT Operations / Service Delivery Manager - 2280

Bhired•Brooklyn, NY

22h•Onsite

About The Position

You'll be responsible for running end-to-end service delivery at a healthcare-focused MSP, from the moment a ticket comes in to the moment it's fully resolved and the client feels taken care of. You'll lead the service desk, dispatch, and NOC teams while keeping SLAs tight, queues moving, and client confidence high — all in an environment where downtime isn't just inconvenient, it affects patient care.

Requirements

5–10+ years of experience in IT support and MSP operations
3+ years managing a service desk or support team
Strong understanding of ticketing systems and SLA-driven environments
Experience with ConnectWise
Proven ability to manage high-volume ticket environments
Strong ownership and accountability mindset with the ability to operate independently in a fast-paced environment

Nice To Haves

Experience in healthcare IT environments
Familiarity with ITIL concepts

Responsibilities

Oversee daily service desk operations, including ticket intake, prioritization, resolution, and closure
Monitor ticket queues, backlog, aging, and stalled work to ensure steady progress
Ensure adherence to SLAs, service standards, and client requirements
Maintain visibility across all active service work
Lead and support service desk, dispatch, and NOC-related staff
Define clear roles, responsibilities, and performance expectations
Provide direct feedback and coaching to improve performance
Review ticket handling for accuracy, completeness, professionalism, and follow-through
Address poor performance, incomplete work, and recurring issues
Support hiring, training, and development of a high-performing team
Ensure all requests receive timely, clear, and professional communication
Act as an escalation point for service-related issues
Step in when work is stalled, unclear, or not progressing with the right urgency
Drive issues to resolution and take full ownership of outcomes
Make judgment calls when needed to keep work moving and meet client expectations
Oversee monitoring systems, alerts, and NOC workflows
Ensure alerts are properly triaged, escalated, and resolved
Track key service metrics including SLA performance, backlog, aging, and productivity
Use reporting to identify issues, improve performance, and support planning
Ensure proper usage and data integrity across PSA, RMM, and monitoring tools
Identify inefficiencies across workflows, ticket handling, escalation, and service processes
Develop and standardize practical SOPs where needed
Implement improvements that increase speed, quality, and consistency
Support automation and better use of tools to improve service delivery
Balance structure with flexibility to meet real-world operational needs