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Service Delivery Manager Right Hand Technology Group Inc Houston, PA Job Details Full-time From $70,000 a year 3 days ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Managing technical support teams Team member evaluation Azure Management Managing teams in a customer support role Tooling Team leadership Technical documentation Coaching Process improvement Performance feedback (performance evaluation method) Public Cloud Windows Team development Hiring IT infrastructure Customer support ticket management Leading team collaboration initiatives Managing projects Cybersecurity Ticketing system technical support Team building Full Job Description Service Delivery Manager Hybrid | Full-Time The Service Delivery Manager owns how our service gets delivered.

You lead three teams:

Support Services, Centralized Services, and Professional Services. You make sure tickets get resolved, projects get completed, and our standards get followed, every day, for every client. You run the team day to day, coach and hold people accountable, and keep improving the systems and processes behind the work. Just as important, you develop your people, building a team that grows stronger and more capable over time. When something is on fire, you're the one who takes charge of putting it out. The right person is a leader who still knows the technology. You don't need to be the best engineer on the team, but you need to understand the work well enough to make good calls, unblock your people, and spot when something isn't right.

ABOUT RIGHT HAND TECHNOLOGY GROUP

Right Hand Technology Group is a CMMC Level 2 and SOC 2 certified managed IT and cybersecurity/compliance provider. We protect and enable growth-oriented businesses. This role reports to the Director of Client Success.

WHAT YOU'LL DO

Leadership & Team Development Lead Support Services, Centralized Services, and Professional Services, setting clear expectations for each seat. Run regular one-on-ones and weekly team meetings using EOS, including rocks, to-dos, and issue solving. Coach your team and hold them accountable. Address performance issues directly and early. Build development plans for each person on your team and grow them into higher-responsibility roles. Create structured onboarding and training so new hires get productive quickly. Partner with the Director of Client Success on hiring the right people for the right seats. Service Operations Manage ticket flow, scheduling, and escalations so work gets to the right person at the right time. Serve as the escalation point when an issue needs a decision, a reprioritization, or a leader in the room. Make sure time entry and ticket notes are accurate and complete, and review billing before invoices go out. Make sure service rollouts and client documentation are updated before work is closed. Project & Onboarding Delivery Own the completion of every project and client onboarding handed to Service Delivery, including our 30-day onboarding process. Take clean handoffs from the vCIO and vCISO, then make sure Professional Services has the scope and resources to execute. Track project progress and report percent complete each month. Keep the vCIO, vCISO, and clients informed on status, risks, and timelines. Systems & Processes Standardize how service is delivered. If we do something more than once, it should be documented. Identify recurring issues across the team and drive them to resolution. Watch capacity and workload, and flag when the team needs to grow before it becomes a problem.

WHAT YOU BRING

Required 5+ years in an MSP environment, including at least 2 years leading a technical team. Experience developing people, with a track record of growing team members into bigger roles. Strong technical foundation in Microsoft 365, Azure, Windows infrastructure, networking, and security tooling. Experience managing ticket flow, time entry, and projects in a PSA, plus working knowledge of RMM and documentation tools. A track record of holding people accountable and having direct conversations when performance falls short. Comfort making decisions under pressure and shifting priorities quickly when something breaks. A process mindset. You build systems so the team doesn't depend on you. Preferred Experience running a team on

EOS. CMMC, NIST

800-171, or GCC High experience. Autotask, Datto RMM, and IT Glue experience.

WHY RIGHT HAND TECHNOLOGY GROUP

Our core values are Go-Getter, Process Driven, and Thorough. If those describe how you lead, you will fit here. You'll inherit a team that already performs, with strong service levels and documented processes to build on. We do work that matters. Our clients need CMMC compliance to keep their defense contracts, and we are one of the providers who can get them there. We invest in our people. Training, peer group exposure, and real career growth are part of how we operate.

Pay:

From $70,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): How many years of MSP experience do you have? How many years have you directly managed a technical team? Have you managed a team's ticket queue, scheduling, and escalations in a PSA? Have you developed team members into higher-responsibility roles? Are you able to work on-site on a hybrid schedule?

Work Location:

Hybrid remote in Houston, PA 15342