IT Service Delivery Manager – Managed Services

Century Solutions Group, Inc.•Tyrone, GA

2d•Onsite

About The Position

Lead the team that keeps our clients running. If you've led an MSP service team and you know how to turn a busy board into happy clients, a motivated team, and clean metrics, we want to meet you. This is a chance to run helpdesk, field services, and project delivery for a 30-year company that's growing fast and investing in AI-driven tools. About Century Solutions Group For 30 years, Century Solutions Group has helped businesses across metro Atlanta stay ahead of what's next in technology. Today we're working at the leading edge of the biggest shifts in IT: helping clients put AI to work, defending them against modern cybersecurity threats, and delivering the managed IT, cloud, and infrastructure services that keep their businesses running. We pair the stability of three decades in business with the momentum of a company growing at double digits year over year. As a Microsoft Direct CSP partner with offices in Tyrone and near the Battery in Atlanta, we're adding new clients, new solutions, and new opportunities for the people who help drive that growth. If you want to build your career around technology that matters right now, this is the place to do it. Why This Role Is Different Real ownership: You'll run all of service delivery: helpdesk, field services, and projects. This isn't a desk supervisor role Modern tooling: We're building our own AI-assisted ticketing and automation tools, and you'll help shape how they're used across the team A seat at the table: You'll report directly to our CTO and help set how we scale service as the company grows Room to build: Double-digit growth means hiring, process design, and new service offerings, not just maintaining the status quo

Requirements

5+ years managing technical teams at an MSP or IT services provider, with direct responsibility for helpdesk and field technicians
Experience leading a team of 20+ people, including managing other managers or team leads
Experience running a service board, including dispatch, SLAs, escalations, and technician performance
Experience overseeing IT projects such as client onboarding, migrations, or infrastructure deployments
A data-driven approach to managing KPIs and reporting results to leadership
Strong technical grounding in Microsoft 365, Windows, networking, and security, enough to coach your team and earn their respect
Experience with a PSA and RMM platform; ConnectWise experience is a strong plus
Clear, confident communication with clients, technicians, and executives

Nice To Haves

ITIL or similar service management knowledge is a plus
A bachelor's degree is preferred but not required

Responsibilities

Lead a service organization of 25–30 people, including managers, team leads, helpdesk technicians, field engineers, and project staff
Coach and develop your managers and team leads so they can lead their own teams effectively
Own the service board: dispatch, prioritization, escalations, and workload balance
Hit SLA, response, and resolution targets while keeping client satisfaction high
Oversee project delivery, including onboarding, migrations, and infrastructure projects, so they finish on time and on budget
Track and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project margin
Build and refine processes, documentation, and standards so the team works consistently
Own after-hours and on-call support, with ultimate responsibility for coverage and response
Act as the escalation point for clients and meet with them on service quality
Partner with sales and account management on scoping, onboarding, and client health
Hire, train, and conduct performance reviews, and build clear career paths so team members grow with Century