Service Delivery Manager

Key Responsibilities

• Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
• Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams
• Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication
• Build and maintain strong relationships with client stakeholders and manage expectations effectively
• Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations
• Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites
• Provide high-quality customer service and support through strong team coaching, accountability, and performance management
• Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges
• Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency
• Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures
• Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality
• Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards
• Participate in hiring decisions for STS/BTS as needed
• Collaborate with Remote MST / Infrastructure / Projects Teams
• Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams
• Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work
• Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes
• Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner
• Coordinate and support project planning, scheduling, and execution with remote and onsite teams
• Identify and implement practical operational improvements to enhance service delivery and team effectiveness

Requirements

• Educational background: Bachelor’s degree in a technology-related field or equivalent certifications
• Experience: At least 5 years of experience in a client and team management position, demonstrating experience leading teams and providing technical oversight to a team
• Knowledge, Skills, and Abilities: Knowledge of ITSM Tools (ConnectWise preferred) and ITIL best practices/framework, Windows, Chrome and MAC O\S knowledge, Active Directory, networking equipment and concepts, hardware repairs and installations, excellent customer service skills, excellent leadership skills, excellent relationship-building skills, excellent verbal and written communication skills, extensive knowledge of the IT industry, and previous MSP experience