IT Service Delivery Manager (Remote)

Patriot Growth Insurance Services and Partner Agencies • Fort Washington, PA

1d • $120,000 - $130,000 • Remote

About The Position

Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership.

Requirements

• 5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred
• Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives
• Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies
• Proven ability to build processes, improve workflows, and implement scalable service delivery practices
• Experience supporting technology rollouts, operational transitions, or organizational change initiatives
• Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership

Nice To Haves

• Experience managing vendors or external service providers preferred
• Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred

Responsibilities

• Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment
• Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service
• Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities
• Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability
• Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives
• Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes
• Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability
• Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth

Benefits

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company Paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees