IT Service Delivery Supervisor

At EasyIT, we've been helping businesses simplify and strengthen their IT for nearly 30 years. Our clients see us as trusted partners, not just providers—and we're proud of the reputation we've built. We're looking for someone who's as passionate about technology as they are about teamwork. What You'll Do As the IT Service Delivery Supervisor, you will be the operational heartbeat of your assigned Client Services Team. You will balance team leadership with quality control to ensure we hit our customer satisfaction (cSAT) and employee satisfaction (eNPS) goals. You will coach technicians, oversee the lifecycle of service tickets, handle escalations, and collaborate with leadership to continuously improve our support processes.

Day-to-day responsibilities include:

Lead & Coach:

Manage, mentor, and develop a team of technical staff. Oversee new hire orientation, conduct regular touch-bases and annual reviews, and provide hands-on coaching on ticket handling and best practices.

Ensure Service Excellence:

Perform daily quality control checks on the "complete to close" ticket process to ensure accurate notes, proper configurations, and budget alignment. Perform time-entry reviews to ensure accurate billing.

Manage Triage & Dispatch:

Oversee the assigned team to ensure tickets are dispatched efficiently and SLAs are met. Step in to assist with triaging, dispatching, and escalating inbound requests during peak times or staff absences.

Drive Customer Success:

Field customer escalations, investigate the root causes of any low survey scores, and work with Account Managers to guarantee high customer satisfaction.

Process Improvement:

Analyze key performance metrics and reporting data to identify trends. Propose new business processes, standards, and support strategies to the Client Services Manager (CSM) and COO.

Cross-Department Collaboration:

Work with Project Managers to allocate resources for Managed Services, Professional Services, and internal strategic projects. Oversee Focus Service Group (FSG) activities and run regular meetings. What We're Looking For We value broad, adaptable technical expertise over narrow specialization. You should be curious, a fast learner, and thrive in varied environments. Most importantly, you should be a team player who enjoys working closely with colleagues and clients alike.

Preferred skills and experience:

2-3 years of experience managing and leading technical staff.

Industry Knowledge:

Proven experience working for a Managed Service Provider (MSP) or IT Outsourcer. Bachelor's degree in IT, Computer Science, or a related field (or equivalent professional experience). Hands-on experience working within a ticketing system (e.g., ConnectWise, Autotask, etc.). Excellent communication and customer service skills, with a track record of handling escalations gracefully. Willingness to complete a ConnectWise University "Major" and study for/pass at least one technical certification exam per year. The proven ability to lead, manage, and hold a technical team accountable to high standards.

Schedule:

Monday-Friday Benefits:

401(k) with matching Health, dental, vision, and life insurance Paid time off + parental leave Tuition reimbursement & professional development support Employee assistance & referral programs

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person