IT Service Delivery Manager Position Available In Orange, Florida

IT Service Delivery Manager Enterfusion Orlando, FL 32803 Enterfusion is hiring an IT Service Delivery Manager to lead our day-to-day support operations with a focus on people, performance, and process. This is a hands-on leadership role overseeing our Help Desk and Implementation Support teams—ensuring that tickets are resolved efficiently, customer satisfaction stays high, and team members are supported, coached, and developed. This role is not a technical support role. While technical experience is helpful, the priority is on strong people management, operations oversight, and service delivery excellence . The right candidate is someone who knows how to lead teams, implement processes, and drive performance based on key metrics. Requirements What You’ll Do Team Management & Leadership Supervise a team of 5-7 IT support professionals across help desk and implementation functions Provide regular coaching, feedback, and performance evaluations Set individual goals, track progress, and lead career development conversations Maintain team morale and support a positive, accountable work environment Operations & Service Delivery Manage daily support operations, ensuring tickets are triaged, assigned, and resolved efficiently Oversee workload balancing, shift coverage, and escalation procedures Monitor SLAs and KPIs, using data to identify areas for improvement and address performance gaps Ensure internal documentation and knowledge bases are accurate and consistently used Customer Experience Ensure high levels of customer satisfaction through timely, professional, and effective support Review client feedback and service trends to guide service improvements Serve as an escalation point for customer service issues requiring managerial support Cross-Team Collaboration Work with sales, engineering, and project teams to ensure support is aligned with larger business goals Participate in planning for new service rollouts and customer onboarding processes Coordinate with leadership on department goals, staffing needs, and organizational priorities Process Improvement & Reporting Standardize and improve operational procedures related to service delivery and team workflows Create regular reports on team performance, ticket volume, SLA compliance, and client satisfaction Ensure all team members follow consistent documentation practices and protocols

What You Bring Required:

4+ years of direct management experience, ideally leading IT service teams Proven ability to coach, motivate, and retain high-performing staff Strong organizational and time management skills Confidence in managing competing priorities in a fast-paced environment Excellent verbal and written communication skills Nice to

Have:

Prior experience in an IT service desk or support environment Familiarity with ITIL principles or service delivery frameworks Experience with PSA tools like ConnectWise, Autotask, or ServiceNow Understanding of general IT concepts (e.g., cloud services, user account management, ticketing systems)

Location & Travel:

This is an in-office role based in Downtown Orlando. Occasional planned travel (