Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Service Delivery Manager CE Technologies Rochester, NY Job Details Full-time $80,000 - $100,000 a year 19 hours ago Benefits Health savings account Paid holidays Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications High school diploma or
GED Full Job Description Company Overview:
Are you tired and feel like you're just a number at your current job? Do you want to come work for a company where your opinion matters and your voice is heard? Come join our team! We are looking for a full-time highly motivated and personable people to join our team! Our company, CETech was born in 1998 with a handful of business cards and the vision of helping local area businesses gain a competitive edge with the use of Information Technology. We gained traction one customer at a time and in 2006 we incorporated as Computer Equipment & Technologies inc. Now, through perseverance, hard work and super talented employees, we have built one of the fastest growing, premier Info tech firms in upstate New York! CETech has been voted #1 Best Outsourced IT company and voted #1 Best Cybersecurity company by the RBJ Five years in a row! 2020, 2021, 2022, 2023, 2024, 2025 Come join us! We are local IT Managed Service Provider seeking the newest addition to our team. We grow minimally 20% a year. We train our employees. We do IT right and we have fun doing it! Want to know more?
check us out at http:
//www.cetechno.com
Founded:
8/20/2006 12:00:00
AM Headquartered:
Rochester Location 3144 S. Winton Rd, Ste 300 Rochester, NY 14623
United States of America Department:
Operations Years of Experience:
6 - 7
Years Level of Education:
High School Diploma Description:
Are you tired and feel like you're just a number at your current job? Do you want to come work for a company where your opinion matters and your voice is heard? Come join our team! This is an awesome opportunity for someone who: Wants a company that truly CARES about its customers and employees. Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success. Likes to work in a company where your input, contributions and ideas will directly impact the company's growth and success. Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training. Enjoys having conversations with (and helping) small to medium business owners. Loves building relationships with people and providing a true "Wow" experience. CETech voted #1 Best Outsourced IT company by the RBJ for the past 6 years CETech voted #1 Best Cybersecurity company by the RBJ for the past 6 years Come join us! We are local IT Managed Service Provider seeking the newest addition to our team. We train our employees. We do IT right and we have fun doing it! We are a fast moving and growing business. If you are seeking personal and professional development and wanting to make a difference, please pay us a visit at www.cetechno.com. About the Role We are looking for a full-time highly motivated and personable Service Delivery Manager who is ready to own the helpdesk operation — not just run it day to day. This is a management role with real accountability: you will lead a team of nine Level 1 and Level 2 technicians, hold the SLA and documentation standards, and carry meaningful responsibility for the Managed Services gross margin result. This role exists to make the service delivery engine stronger and more self-sufficient. You will have visibility into the financials that matter, significant input into cost decisions, and the authority to drive operational improvements. If you are a working tech who has been handed a leadership title without the tools or accountability to match it, this is the step up you have been looking for. This is a full-time position with opportunity for bonuses. You will qualify for health and dental insurance, life insurance, vacation, holiday pay, 401k with company match. This is a work in the office position based in Rochester, NY and you must have the ability to work in the US.
Skills:
What You'll Own Team Leadership Hire, develop, schedule, and performance-manage a team of L1/L2 technicians across remote and onsite environments Run a structured service desk cadence — daily standups, ticket queue management, escalation protocols Build a team culture oriented around accountability, continuous improvement, and client outcomes Service Delivery Own SLA compliance across all managed service agreements Maintain documentation standards — configurations, runbooks, escalation paths, and client-specific procedures Manage ticket flow, prioritization, and resolution quality across the full helpdesk queue Financial Accountability Carry meaningful responsibility for Managed Services gross margin performance Provide input into labor planning, scheduling optimization, overtime management, and subcontractor usage Review and interpret relevant financial reporting; identify cost drivers and surface improvement opportunities to the COO Understand the relationship between utilization, efficiency, and margin — and manage toward it Operational Improvement Identify and eliminate recurring ticket patterns through root cause analysis and proactive remediation Partner with the COO on tooling, workflow, and process improvements Support onboarding and technical development of new team members What We're Looking For Demonstrated experience leading a technical support or managed services team — not just participating in one Familiarity with PSA platforms; Autotask experience strongly preferred Comfort with financial concepts relevant to service delivery: utilization, margin, labor cost, efficiency ratios Strong communication skills — with technicians, with peers, and with leadership Ability to collaborate with internal and external stakeholders at all levels, C-suite experience strongly desired. Able to make decisions under pressure without needing to escalate routine issues upward Ability to recognize and defuse potential or actual difficult situations and quickly adapt to changing situations and priorities. Organized enough to run a team and honest enough to flag problems early Flexible and able to multitask; can work within a fast-moving environment while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities. A good understanding of how innovation and automation can be applied in technical service delivery, as well as the ability to adapt to dynamic situations. What This Role Is Not This is not a working technician role with a leadership title attached. You will be expected to step out of the queue and lead the team. If your default is to do the work yourself rather than develop others to do it, this will not be the right fit.
