Career Listing
Service Delivery Manager
About The Position
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.