MSP Service Delivery Manager

MSP Hire•San Diego, CA

7d•Onsite

About The Position

myCRE Cloud is seeking an experienced MSP leader to take ownership of their service organization, develop the technical team, and ensure approximately 35 clients consistently receive exceptional service. The role requires sufficient technical depth to gain the respect of experienced technicians, identify issues, and ask pertinent questions. Success will be measured by the team's performance rather than individual ticket resolution. The position involves leading L1 and L2 technicians, professional services and project technicians, and the Dispatch Coordinator, with responsibility for service quality, SLA performance, client satisfaction, coaching and development, team performance, workload management, ticket prioritization, communication, documentation, follow-through, client conversations, identifying recurring problems, and working with executive leadership on operational decisions. The goal is to build a self-sufficient service department through leadership.

Requirements

6+ years in IT, including significant experience within an MSP.
At least 2 years of direct experience leading or managing technical people.
Understanding of MSP service delivery realities: SLAs, ticket flow, competing priorities, escalations, documentation, demanding clients, and team management.
Technical background with strong working knowledge of: Windows Server and Active Directory, Microsoft 365, Hyper-V, VMware, Proxmox, VPNs, VLANs, NAT, routing, firewalls, and backup and disaster recovery.
Experience with Kaseya, Autotask, IT Glue, and Datto RMM is valuable.
Genuinely enjoy leading people and developing their skills.

Responsibilities

Lead L1 and L2 technicians, professional services and project technicians, and Dispatch Coordinator.
Ensure service quality, SLA performance, and client satisfaction.
Coach, mentor, and develop technical team members.
Manage team performance, workload, capacity, and accountability.
Oversee consistent ticket prioritization, communication, documentation, and follow-through.
Handle important client conversations and service concerns.
Identify recurring problems and implement improvements through processes, training, documentation, or tools.
Work directly with executive leadership on staffing, training, capacity, and operational decisions.
Help shape service standards during company growth.