Skip to main content
  • For Support:

    815-308-2095

  • New Client
    815-788-6041

Career Listing

Service Delivery Manager

Chicago, IL · Full-time · Experienced

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.

Apply for this position