Service Delivery Manager, User Support Team Manager

Summary

Join our leading Managed IT Services provider as an IT Service Delivery Manager/User Support Team Manager. Lead and manage global service operations, overseeing onsite and Asia-based Help Desk teams. Ensure high-quality service delivery, drive client onboarding/offboarding, support pre-sales, and lead Quality Assurance. Collaborate with Project Managers for efficient resource allocation and communication. The ideal candidate is technically proficient, people-focused, and process-driven, with strong ITIL knowledge. This role requires managing a distributed team, ensuring SLA compliance, and driving continuous improvement. You will also be responsible for client compliance and audit support.

Requirements

• Minimum 5 years of Tier II end-user support experience, with 3+ years in a managerial role
• Bachelor’s degree in computer science, IT, or a related field
• Proven ability to build and lead cohesive support teams in a fast-paced MSP environment
• Hands-on expertise supporting Windows (7–11), macOS, mobile devices, and cloud platforms (O365, Gmail)
• Experience enrolling and managing Windows devices using Microsoft Intune , Google Workspace, VMware Workspace ONE , and JAMF for macOS
• Experience with MDM and endpoint security tools (Workspace ONE, Maas360, Symantec, ESET)
• Familiarity with SSO/MFA platforms (Okta, OneLogin), VoIP (RingCentral, Vonage), GPOs, and Backup Exec
• Strong documentation skills, and the ability to produce clear SOPs, user guides, and internal KBs
• Excellent verbal and written communication skills, with the ability to interface effectively with technical and non-technical stakeholders

Responsibilities

• Own end-to-end service delivery for assigned clients, ensuring SLA compliance, operational performance, and customer satisfaction
• Coordinate across Help Desk, onsite, systems, and network teams to ensure seamless support delivery
• Serve as the escalation point for service-impacting issues, leading timely resolution and transparent communication
• Conduct service reviews with clients and leadership, presenting KPIs, trends, and continuous improvement plans
• Collaborate with Project Managers to ensure peer-reviewed user communication before external release
• Assist clients with gathering evidence and documentation for compliance and audit readiness (SOC 2, HIPAA, HITRUST, FDA, etc.)
• Lead and manage a distributed team: U.S.-based onsite support engineers and an Asia-based Help Desk team providing 24/7 coverage
• Provide resource allocation planning for the Help Desk and user support engineers based on ticket volume, project load, and client urgency
• Monitor ticket queues, shift coverage, and workload distribution, ensuring operational balance and responsiveness
• Conduct performance check-ins, coaching sessions, and training to foster team development and accountability
• Own the end-to-end onboarding lifecycle: IT discovery, documentation, user/device provisioning, and communication plans
• Manage secure and smooth offboarding processes including deprovisioning, asset recovery, and knowledge handover
• Partner with engineering and project teams to ensure all onboarding/offboarding activities are documented, timely, and aligned with client expectations
• Assist clients in gathering documentation for audits and internal/external compliance assessments
• Provide operational guidance for regulatory standards such as SOC 2, HIPAA, HITRUST, and FDA
• Coordinate with internal teams and client contacts to deliver required compliance artifacts within the deadline
• Ensure service delivery SOPs and communication practices align with regulatory expectations
• Conduct QA audits on service tickets (user support, systems, and network), ensuring quality, resolution accuracy, and customer satisfaction
• Review Zoom/phone support interactions for tone, technical clarity, and alignment with service standards
• Enforce the consistent use of ticket templates and knowledge base updates to improve team efficiency and external communication
• Track team performance using KPIs, CSAT, and SLA metrics to inform training, coaching, and resource adjustments
• Apply ITIL practices across incidents, request, change, and problem management processes
• Use ITSM platforms (e.g., ConnectWise, ) to enforce ticketing standards, document trends, and process governance

Benefits

• 401(k) with company match
• Paid Time Off (Vacation, Sick, and Holidays)
• Company-paid holidays
• Health Care Plan (Medical, Dental, Vision)
• Family Leave (Maternity, Paternity)
• Retirement Plan Options (401k, IRA)
• Work-from-home flexibility
• Training & development opportunities
• Free snacks, wellness support, and team lunches