Service Delivery Manager (Technical Lead)
About The Position
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
- Strong experience with incident response and incident management
- Strong experience with escalation handling
- Strong experience with service delivery operations
- Hands-on technical experience supporting or troubleshooting: Hypervisor Implementation & Support - Horizon VDI / ProxMox / Guacamole
- Hands-on technical experience supporting or troubleshooting: Desktop / End User Support - Access Points, Cameras, Printers, TVs
- Hands-on technical experience supporting or troubleshooting: 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
- Perform other job-related duties as assigned
Benefits
- Competitive salaries
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
