Service Delivery Manager (Technical Lead)

Custom Computer Specialists•Raleigh, NC

About The Position

We are a growing IT company; a great place to start and grow your career! CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline – Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It’s why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible. Overview The Service Delivery Manager (Technical Lead) is responsible for leading the day-to-day execution, quality, and consistency of Managed Services delivery for the Raleigh office. This role is focused on ensuring an exceptional client experience through strong technical leadership, operational discipline, and effective service execution. This individual will serve as the senior technical escalation point for the local Managed Services team and will function as a player-coach leader — capable of mentoring technical staff, supporting complex issue resolution, and driving accountability around ticket quality, incident response, escalation management, and customer communication. The ideal candidate brings a strong background in managed services operations, technical troubleshooting, and service leadership, along with a passion for building a high-performing support environment centered around responsiveness, ownership, and client satisfaction. This role partners closely with leadership and cross-functional teams to support successful service outcomes, but is not responsible for direct sales ownership, pricing strategy, or P&L management.

Requirements

7+ years of experience in IT support, managed services, or technical operations
3+ years of leadership experience in a Managed Services, Service Desk, or Technical Support environment
Demonstrated success serving as a senior technical escalation point within a support organization
Strong experience with: ticket triage and queue management incident response and incident management escalation handling service delivery operations
Hands-on technical experience supporting or troubleshooting: Hypervisor Implementation & Support - Horizon VDI / ProxMox / Guacamole Desktop / End User Support - Access Points, Cameras, Printers, TVs General infrastructure, cloud, and connectivity-related support issues
Broad familiarity with Microsoft-based environments, including Microsoft 365
Excellent customer service instincts with the ability to navigate challenging situations professionally and effectively
Strong verbal and written communication skills
Proven ability to balance technical expertise, team leadership, and customer-facing professionalism

Nice To Haves

Experience working in a Managed Services Provider (MSP) environment
Familiarity with IT service management frameworks and operational best practices
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
Experience helping teams improve structure, consistency, and service maturity

Responsibilities

Lead day-to-day Managed Services delivery operations for the Raleigh office
Ensure service delivery meets or exceeds established SLAs, KPIs, and customer experience expectations
Serve as the primary point of leadership during client-impacting service issues and escalations
Promote a customer-first culture focused on responsiveness, accountability, and high-quality communication
Support a smooth and consistent onboarding experience for new and transitioning clients
Partner with internal teams to ensure service delivery aligns with client expectations and operational standards
Act as the highest technical escalation point for the local Managed Services team
Provide hands-on guidance and support for complex technical issues, including: Hypervisor Implementation & Support - Horizon VDI / ProxMox / Guacamole Desktop / End User Support - Access Points, Cameras, Printers, TVs General infrastructure, cloud, and connectivity-related support issues
Support technical staff with advanced troubleshooting, root cause analysis, and issue resolution
Lead or coordinate technical response during incidents, outages, and other high-priority support events
Reinforce effective triage, prioritization, and escalation practices across the team
Oversee ticket triage, queue health, prioritization, and workflow management
Ensure incidents and escalations are handled with urgency, ownership, and clear communication
Lead or support incident response, major incident coordination, and escalation management
Establish and reinforce best practices for: ticket documentation case ownership escalation quality follow-through and closure standards
Identify recurring issues and partner with leadership to improve processes, consistency, and service outcomes
Lead daily stand-ups, team coordination, and workflow alignment activities
Provide direct coaching, mentorship, and day-to-day leadership for technical team members
Support employee performance management and professional development conversations
Foster a positive, accountable, and service-oriented team culture
Assist with practical local office support needs, including coordination of equipment handling, shipping/receiving, and general office operational support as needed

Benefits

Competitive salaries
Comprehensive benefits including:
Medical and dental plans
Company paid vision and short and long term disability plans
Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
401K with employer match
Tuition reimbursement
Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
Company paid life Insurance
Paid holidays and vacation
Technical certification gift card rewards program