Service Delivery Manager

RedHelm • Pittsburgh, PA

2d

About The Position

RedHelm is seeking an experienced Service Delivery Manager to lead the day-to-day performance, quality, and consistency of service delivery within our Service Desk organization. In this role, you’ll provide direct people leadership to Service Desk Analysts I/II, IT Specialists, and Systems Engineers, while owning service outcomes, customer satisfaction, and continuous improvement across the team. You’ll be responsible for ensuring operational excellence across ticket queues, escalations, and service levels, while partnering closely with internal stakeholders and client-facing teams to resolve issues and strengthen service delivery. This role reports directly to the Service Desk Director and plays a critical role in shaping team performance, service reliability, and client trust.

Requirements

• 5 or more years of experience in a managed services or professional IT services environment.
• Demonstrated experience leading technical support or service desk teams.
• Experience supporting or overseeing multi-tier service delivery organizations.
• Background in customer-facing service environments with accountability for service quality and outcomes.
• Familiarity with MSP operational models, including SLAs, escalations, utilization, and ticket-based workflows.
• Strong leadership skills with the ability to coach, motivate, and develop technical staff at varying experience levels.
• Proven performance management, feedback, and conflict resolution capabilities.
• Strong understanding of service desk operations, escalation models, and IT service management practices.
• Ability to analyze service performance metrics and translate data into actionable improvements.
• Experience managing incident response, service recovery, and client communications.
• Excellent organizational and prioritization skills in fast-paced environments.
• Clear and effective verbal and written communication skills, with the ability to engage both technical and non-technical audiences.
• Broad technical understanding of technologies commonly supported in MSP environments, including endpoints, servers, cloud platforms, networking, and security.
• Ability to guide and challenge technical teams without acting as the primary technical owner.
• High school diploma or equivalent required.
• Applicants must be authorized to work in the United States. RedHelm is not able to provide visa sponsorship at this time.
• Successful completion of state and federal background checks is required.

Nice To Haves

• Relevant IT or business-related education preferred.
• Industry-recognized IT or service management certifications such as ITIL, Microsoft, or CompTIA preferred but not required.

Responsibilities

• Provide direct people leadership to Service Desk Analysts, IT Specialists, and Systems Engineers, including coaching, performance management, feedback, and career development.
• Ensure the delivery of high-quality, consistent technical support services that meet or exceed defined SLAs and customer expectations.
• Own day-to-day service delivery operations, including phone and ticket queue health, workload prioritization, and escalation management.
• Act as a primary escalation point for client-impacting service issues, coordinating internal teams to drive timely resolution and clear communication.
• Partner with Client Executives, Technical Account Managers, and other stakeholders to address service concerns, close gaps, and improve outcomes.
• Proactively identify trends, recurring issues, and operational inefficiencies, recommending and implementing process improvements.
• Collaborate with Central Services, Primary Engineering, and automation teams to improve efficiency and reduce recurring incidents.
• Lead incident response activities, including coordination, communication, and post-incident reviews to prevent recurrence.
• Ensure accurate time entry, ticket documentation, and service data quality to support billing accuracy and operational reporting.
• Support onboarding, training, and ongoing development of team members, including cross-training and knowledge sharing.
• Ensure team adherence to information security policies, privacy requirements, and operational controls.
• Participate in workforce planning, hiring, and resource alignment in partnership with leadership and HR.
• Perform other duties as needed to support service delivery operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees