TeamLogic IT MSP Service Desk Manager

NW Valley•Phoenix, AZ

1d•$85,000 - $115,000

About The Position

TeamLogic IT is seeking a Service Delivery Manager to lead its Service Delivery team and ensure a consistent, proactive, high-quality client experience. The role oversees service desk, security, and support operations; coordinates resources; develops team members; handles escalations; and monitors service performance. The manager partners directly with the CTO and leadership team to improve service delivery strategy, processes, standards, and operational performance as the organization grows. This is a leadership position for someone who can coach people, improve processes, solve operational challenges, and promote accountability in a fast-paced managed service provider (MSP) environment. The manager is responsible for service quality, client communication, operational metrics, team capacity, agreement profitability, and continuous improvement. The role may grow into broader operational leadership, such as Director of Service Delivery or Director of Operations, based on leadership effectiveness and organizational contribution.

Requirements

Strong leadership and people-management skills.
Experience managing technical support teams in a service-oriented environment.
Excellent communication, client relationship, and conflict-resolution skills.
Strong organizational and time-management abilities.
Ability to manage multiple priorities and make sound operational decisions.
Analytical mindset and ability to interpret metrics and drive improvement.
High accountability, follow-through, and professional judgment.
Comfort leading through change and driving continuous-improvement initiatives.
Bachelor’s or associate degree, or at least 3 years leading technical service teams, preferably in an MSP environment, or an equivalent combination of education and experience.

Nice To Haves

Experience with PSA, RMM, and IT Service Management (ITSM) platforms.
Experience managing SLAs, escalations, utilization, and service delivery metrics.
Professional certifications such as Microsoft, CompTIA, or similar industry-recognized credentials.
Experience supporting cybersecurity-focused service operations.

Responsibilities

Oversee daily service desk, security, and support operations.
Ensure tickets are triaged, prioritized, assigned, and resolved according to service standards and SLAs.
Monitor ticket queues, backlog, aging, escalations, response times, and operational metrics; identify risks and bottlenecks.
Drive accountability for service performance and client responsiveness.
Lead, coach, mentor, and develop service delivery team members through one-on-ones, performance coaching, and professional development planning.
Manage staffing, workload balancing, utilization, scheduling, and forecasting.
Identify skill gaps and coordinate training opportunities.
Evaluate team capacity and recommend hiring, role changes, and operational improvements as the organization grows.
Review ticket documentation, communication quality, timesheets, and service records.
Ensure adherence to company processes, standards, and best practices.
Drive documentation, automation, and process-improvement initiatives.
Analyze operational trends and recurring issues and lead improvements to consistency, efficiency, scalability, and service quality.
Serve as a senior escalation point for client concerns and service issues.
Coordinate responses during major incidents, outages, cybersecurity events, and other critical client-impacting situations.
Build client relationships through proactive communication and effective issue resolution; partner with leadership to support client satisfaction and retention.
Monitor agreement profitability, labor utilization, productivity, and overall service efficiency.
Use operational metrics and reporting to improve team performance and business outcomes.
Align service delivery with company goals, budgets, and growth initiatives; support strategic planning and operational maturity.
Partner with the CTO on service delivery strategy, processes, standards, and team performance.
Provide leadership with visibility into operational challenges, staffing needs, escalation risks, and service trends.
Contribute to leadership discussions about hiring, operational planning, and growth initiatives, and help develop future company leaders.