Service Delivery Manager - MSP

My IT Crew • New York, NY

1d • $90,000 - $110,000 • Remote

About The Position

My IT Crew is hiring a remote Service Manager in its Service Delivery department. The role leads service operations, supports clients, and manages team performance, with an emphasis on coaching, accountability, and customer satisfaction. The manager serves as an escalation point for critical client issues, takes ownership of major incidents, and coordinates communication and resolution with stakeholders. The position also manages scheduling, workload, utilization, and service backlogs; monitors metrics and KPIs to identify trends and improve performance; and collaborates across departments to improve client satisfaction and operational efficiency. People-management duties include mentoring and motivating team members, conducting one-on-ones and employee reviews, hiring, and staff development. The role offers influence over strategy, performance, and customer success in a collaborative, growth-oriented environment.

Requirements

• At least 5 years of technical IT experience.
• At least 3 years in management or leadership roles.
• Hands-on expertise with Windows Server, Active Directory, Microsoft 365, firewalls, VPNs, routing and switching, virtualization, and LAN/WAN.
• Strong background in IT service delivery, incident, problem, and change management, and client relationship building.
• Excellent communication skills, including the ability to build trust, present clearly to leadership, and calmly defuse difficult situations.
• A proven track record of meeting KPIs and driving team performance.

Nice To Haves

• ITIL knowledge; ITIL V3/V4 Foundation is strongly preferred.

Responsibilities

• Serve as an escalation point for critical client issues and own communication and resolution.
• Manage scheduling, workload, and utilization.
• Review and manage service backlogs, maintaining clear priorities and progress.
• Track key metrics, identify trends, and proactively improve performance.
• Mentor and motivate the team through one-on-ones, coaching, and clear feedback.
• Handle employee reviews, hiring, and staff development.
• Own major incidents, coordinating response and stakeholder communication.
• Collaborate across departments to improve client satisfaction and operational efficiency.
• Lead by example and uphold accountability, team morale, and excellent customer service.

Benefits

• A culture focused on coaching rather than micromanaging.
• Influence on strategy, performance, and customer success.
• Tools, training, and processes that evolve with the industry.
• A company that rewards initiative, values growth, and supports leadership development.
• A collaborative team that listens and learns together.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed