MSP Service Delivery Manager

MSP Hire • San Jose, CA

18h • Hybrid

About The Position

We are a growing Managed IT Services Provider looking for an experienced MSP Service Delivery Manager to lead service operations, support our technical team, manage client relationships, and help drive operational improvement. This is a hands-on leadership role in a small, fast-paced MSP environment. You’ll balance team leadership, client management, service delivery oversight, operational strategy, and project coordination while helping shape the future direction of the company. This is a mostly remote role with local travel in the San Fransisco area.

Requirements

• 3–7 years of MSP or IT service delivery experience
• Previous leadership or team management experience
• Strong understanding of ticketing systems, SLAs, and service operations
• Experience with PSA/RMM platforms such as ConnectWise, Autotask, Kaseya, or NinjaOne
• Excellent communication, organization, and client management skills
• Ability to thrive in a fast-paced, multi-hat environment
• Project management experience
• ITIL familiarity
• Experience improving operational workflows and service delivery
• Technical knowledge of Microsoft 365, networking, cloud infrastructure, backup, and security solutions

Nice To Haves

• What Success Looks Like: Strong client satisfaction and retention, Efficient ticket flow and SLA compliance, Improved operational consistency and team performance, Successful delivery of projects and process improvements

Responsibilities

• Lead and mentor a small team of service technicians
• Oversee helpdesk operations, ticket flow, and SLA performance
• Act as a primary point of contact for key clients
• Manage escalations and ensure excellent customer experience
• Coordinate small-to-mid-sized IT projects
• Improve operational processes, documentation, and efficiency
• Oversee PSA/RMM usage, reporting, and service metrics
• Evaluate and implement new tools, technologies, and service improvements

Benefits

• 401k
• PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed