Service Delivery Manager

We are seeking a Service Delivery Manager to lead our clients field support technical team in Ronkonkoma (Long Island). This is a FTE position with our customer, and is 100% onsite. You will be the bridge between technical operations and client satisfaction, ensuring tickets are resolved efficiently while maintaining high standards of accountability.

Core Responsibilities:

• Ticket Coordination:

  Oversee the ConnectWise dispatch and escalation process to ensure timely resolution.

• Team Leadership:

  Manage a team of technicians, providing guidance on complex technical roadblocks to ensure customers expectations are met with
• white glove
• customer support

• KPI Management:

  Develop, track, and report on internal technician metrics (resolution time, utilization, and CSAT).

• Client Relations:

  Act as the primary point of escalation for clients to ensure white-glove service via email, phone and rare onsite meetings with the customers (1x per QTR)

• Timekeeping Oversight:

  Review and approve internal technician time entries for accuracy and billing compliance. Required Skills
• Deep experience using ConnectWise PSA for ticket workflows and reporting.
• Minimum 4+ years managing technical staff in an MSP or corporate environment (if corporate env., must have support multiple departments). Career progression from hands-on technical to managerial is preferred for IT understanding
• Experienced in managing incoming client service tickets, from inception to final delivery, to ensure complete customer satisfaction.

• Communication Skills:

  Ability and willingness to speak with external clients with pristine customer service tactics via email and phone. Ability to translate technical content into clear updates for non-technical stakeholders.

• Analytical Mindset:

  Comfortable using data to identify bottlenecks and improve team performance.

•

Organization:

Expert-level multitasking to juggle active incidents and long-term team goals.