IT Service Delivery Manager

Job Description

Job Description

Looking for a leadership opportunity where you can shape team performance, elevate the client experience, and play a key role in operational success? Just Solutions, Inc. in Fairport, NY is seeking a full-time IT Service Delivery Manager to help lead our growing service organization.You will earn $60,000 - $80,000 per year, along with the opportunity to join a company that values leadership, collaboration, and professional growth.Our benefits package includes:Health, dental, & vision insuranceHSA/FSA optionsLife insuranceShort- & long-term disabilityBonus structurePTO401(k) with company matchGrowth opportunitiesIncentives for earning additional certificationsWHAT CAN YOU EXPECT AS OUR IT SERVICE DELIVERY MANAGER?Enjoy a consistent Monday-to-Friday schedule from 8:00 AM to 5:00 PM. Depending on business needs and your role, in-office and hybrid.In this IT Service Delivery Manager role, you will ensure top-notch service delivery by guiding technicians on daily priorities, managing ticket queues, and providing timely client support. You will mentor team members in performance development and uphold service standards and KPIs. Collaboration with operational leadership, resource coordination, and addressing escalated client concerns will be key aspects of your role. Your leadership will help create an exceptional customer experience and position your team for ongoing success.QUALIFICATIONS THAT SET YOU APART5+ years of experience in a Managed Service Provider (MSP) environmentExperience in a service leadership role (Service Manager, Team Lead, or similar), with direct responsibility for managing techniciansPreferred Qualifications:Strong understanding of help desk and field service operations, including ticket flow, dispatching, and escalation managementExperience managing client expectations and handling escalations in a professional, customer-focused mannerHands-on experience with PSA/RMM tools (e.g., ConnectWise, Autotask, Kaseya, Datto)Ability to lead, coach, and develop technical teams while driving accountability and performanceSolid understanding of service metrics and KPIs (SLA compliance, response/resolution times, ticket quality)Strong organizational and time management skills, with the ability to prioritize in a fast-paced environmentExcellent communication and interpersonal skills, both with clients and internal team membersTechnical background in IT support or managed services, with the ability to guide and support technicians when neededJOIN OUR TEAM!Just Solutions, Inc. is more than just an IT company; we are your comprehensive technology partner committed to helping businesses flourish in today's dynamic digital landscape. From network infrastructure and cloud services to security measures and system enhancements, we offer complete support that keeps our clients connected and ahead of the competition. With over 25 years of experience, we provide innovative solutions and outstanding service that adapt to the ever-changing needs of modern enterprises. If you're excited about tackling complex challenges and advancing technology, we'd love to hear from you!Applying for our IT Service Delivery Manager position is easy. Complete our streamlined application in just a few minutes and take the first step toward joining a company where your expertise will be valued and your career can continue to grow.Must have the ability to pass a background check