IT Service Delivery Manager (MSP) - HYBRID
About The Position
Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, WA. In this role, you will lead a small team of technicians and oversee IT services for approximately 100 small business clients ranging from 1–50 employees. This leadership position combines hands-on technical expertise, client engagement, team oversight, project management, and process improvement. The ideal candidate may come from an MSP or corporate IT environment and could be an experienced IT Manager or a strong L2/L3 MSP technician ready to step into a managerial, customer-facing role. Success in this position requires strong technical depth, the ability to build trust with clients, and a proactive, service-oriented leadership style. This is an excellent opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.
Requirements
- 5 years of IT support experience is required
- Experience as an IT Manager (MSP or non-MSP) or L2/L3 Technician in an MSP is required
- Strong technical knowledge of Windows servers/desktops, networking, & virtualization required
- Experience with Microsoft 365 and cloud technologies is required
- Valid driver’s license and reliable transportation for customer visits are required
Responsibilities
- Oversee and manage service delivery for MSP clients
- Lead a technical support team handling day-to-day Tier 2 and Tier 3 issues
- Serve as an escalation point for complex technical challenges & also team backup
- Oversee IT projects & team resources, ensuring timelines, scopes, and budgets are met
- Manage and support Tier 3 project work for client deliverables
- Conduct regular client meetings to review performance, discuss needs, and align on priorities
- Evaluate, test, and deploy new technologies and services
- Identify additional service opportunities and support client growth
- Monitor, document, and improve internal service delivery processes
- Maintain accurate documentation and generate performance reports
- Manage quoting, purchasing, and vendor coordination
- Stay updated on industry trends, recommending new tools and services
Benefits
- Medical
- Dental
- Short/Long-Term Disability
- 401K w/ 3% Safe Harbor
- PTO
- Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
51-100 employees
