Service Delivery Supervisor

The 20 • Plano, TX

8d

About The Position

The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure. The Service Delivery Supervisor at The 20 oversees the delivery of IT services, supervising a team of technical professionals, and maintains strong client relationships in a fast-paced MSP environment. This role requires a balance of leadership, technical insight, and a commitment to quality service. The ideal candidate is proactive, detail-oriented, and focused on creating exceptional service outcomes.

Requirements

• Excellent leadership, communication, and client-facing skills.
• Proven experience managing escalations and driving results within structured, process-driven environments.
• Experience with service metrics and reporting tools
• Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience)
• 3–5 years of experience in a service delivery or technical management role (MSP experience preferred)

Nice To Haves

• ITIL certification is a plus.
• Active Directory, Intune, Azure AD and Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive)
• Kaseya BMS/VSA or similar RMM tools
• IT documentation platforms (e.g., IT Glue)
• Modern OS environments, scripting, or automation tools
• Relevant certifications in Microsoft, networking, or service management are a plus.

Responsibilities

• Oversee the end-to-end delivery of IT services, ensuring timely resolution of service tickets and adherence to SLAs.
• Monitor ticket queues, prioritize work, and maintain accountability for resolution quality and documentation.
• Build and maintain strong client relationships, acting as the primary point of contact for escalations and service reviews.
• Identify opportunities for process improvements and implement enhancements to increase efficiency and client satisfaction.
• Lead, mentor, and support a team of service desk professionals, setting clear goals and fostering professional development.
• Track and report on key performance metrics, analyzing trends and identifying areas for operational improvement.
• Collaborate cross-functionally with internal teams including technical, sales, and operations to ensure smooth service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree