Career Listing

Service Delivery Manager

If you're looking for a career where you're valued and where your impact matters, keep reading. LeadingIT is hiring a Service Delivery Manager to lead our high-performing team—and we mean lead. You'll be empowered to own outcomes, drive results, and continuously improve how we deliver our FAST + FRIENDLY + SECURE IT support. 

About the Role 

We're looking for a Service Delivery Manager who thrives on ownership and optimization. You’ll be the one ensuring our client support operations run like a well-oiled machine—support tickets triaged, escalations handled, metrics met, and client happiness off the charts. 

You will be accountable for: 

• LMA (Lead, Manage, and hold Accountable) – You will lead our Service Team using the EOS model to build clarity, alignment, and high performance. 
• Achieving 99% positive feedback from clients by ensuring exceptional service delivery and follow-up. 
• Driving team utilization rate ≥ 87.5% – Keep the team productive, focused, and energized. 
• Maintaining Effective Backlog Rate ≥ 95% – Ensure our queue is clean, current, and not bogged down. 
• Handling a wide range of technical support scenarios and improving team performance and process maturit. 
• Overseeing SLAs, escalations (Level 2), triage, documentation quality, and department collaboration. 
• Keeping your eye on the metrics and helpdesk performance—spot the issues before they become problems. 

Requirements 

• 3+ years of MSP experience (must have) 
• Deep understanding of service delivery, team metrics, and client satisfaction 
• Passion for problem-solving, process improvement, and client care 
• You’re driven, coachable, detailed, and positive 
• Strong documentation habits and the ability to get things done 

Perks & Benefits 

• Starting at $80,000+ based on experience and past results  
• We match 5% of your contributions to Guideline 401k – value of 5% of salary. 
• Unlimited PTO policy 
• Company provided gear (notebook + iPhone) as well as company clothing. 

What Makes LeadingIT Different? 

• We operate with clarity and results—no micromanaging. 
• We take your ideas seriously—feedback leads to action. 
• We genuinely CARE about our team and our clients. 
• We foster diversity and flexibility—we know life and work need balance. 

Ready to Lead? 

If this sounds like the opportunity you've been looking for, head over to 

📍www.goleadingit.com/careers to apply. We can't wait to meet you.