Service Director - Palm Beach County

About the role

The company is seeking a Service Delivery Manager to oversee the day-to-day operations of the help desk and field technician teams. This role serves as the operational backbone beneath the Service Director, focusing on staffing, ticket flow, escalations, and technician performance.

Responsibilities

• Manage the daily operations of the help desk and field technician team, including shift coverage, ticket queue health, and response/resolution times against SLA targets.
• Serve as the primary escalation point for technical issues and client concerns that front-line technicians cannot resolve, stepping in directly when needed.
• Own technician scheduling, time-off coverage, and workload balancing across the Palm Beach County and Miami markets.
• Coach, train, and performance-manage help desk and field staff; conduct regular 1:1s and provide both positive reinforcement and corrective feedback.
• Maintain and improve documentation standards across the team, including client runbooks, ticket notes, and knowledge base articles.
• Support the ongoing migration of clients from a legacy, lighter-touch service tier to the company's premium managed offering by ensuring delivery teams can execute the added scope of work.
• Partner with the Service Director on process improvements, tooling changes, and staffing plans as the business scales.
• Fill in on tickets or on-site visits as needed during staffing gaps, while maintaining the discipline to keep personal ticket load from crowding out team leadership responsibilities.

Requirements

• 4+ years in an MSP or IT services environment, including at least 2 years in a team lead, supervisor, or manager capacity over a help desk or field technician team.
• Direct, hands-on familiarity with RMM/PSA platforms, ticketing systems, and core endpoint/security tooling used in a managed services environment.
• Demonstrated ability to build or improve service processes, SLAs, and documentation in an environment that previously ran informally.
• Strong people-management instincts: comfortable coaching, scheduling, and holding a technical team accountable to metrics.
• Excellent client-facing communication skills, with the judgment to know when to resolve an issue directly versus escalate.
• Experience supporting professional-services or legal-industry clients is a plus.

Qualifications

• Based in or willing to relocate to the South Florida area; ability to travel periodically to the company's Miami client base.

Skills

• Proven ability to manage and mentor a team.
• Strong problem-solving and decision-making skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.

Benefits

• Competitive compensation package.
• Robust benefits including full medical and dental coverage, unlimited PTO, 401(k) match, family planning support, and much more.

Pay

A competitive compensation package will be offered.

Schedule

Full-time position.