IT Service Delivery Manager (MSP) - REMOTE Location: Remote from the state of Washington + travel Salary: $75,000-$100,000+ (Flex DOE) + Bonus Potential $5,000-$20,000 + Benefits Benefits: Medical (0% Employee Cost), Dental, Disability, 401K w/ Match, 15 Days PTO, 10 Holidays Job Type: Full-Time Typical Hours: M-F, 8am-5pm PST Start Date: ASAP Sponsorship: Not available Relocation Assistance: Not Available Travel: Visit customers throughout WA every 2 weeks (1-2 days) + Corp office 1-2x per month IT Service Delivery Manager (MSP) - REMOTE Description Our client in the IT and Managed Services industry is seeking an IT Service Delivery Manager to remotely join their team based in Kennewick, Washington. This opportunity offers the flexibility to work from home plus monthly travel as required. As the IT Service Delivery Manager, you will lead a team of three technicians, overseeing IT services for approximately 100 small businesses, each ranging from 1 to 50 employees. While your team handles day-to-day frontline activities, your primary focus will be managing escalated issues, overseeing service delivery (60%), and contributing to technical project work (40%). Our client is open to hiring an IT Manager from inside/outside the MSP industry or a motivated and technically strong L2 or L3 MSP technician with the desire to advance into a customer-facing managerial role. To thrive in this position, you should excel in problem-solving, organization, and possess strong interpersonal and communication skills, all with a client-focused approach. This is a great opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.
IT Service Delivery Manager (MSP) - REMOTE Responsibilities • Lead a technical support team resolving day-to-day Tier 2 and Tier 3 IT issues
• Manage technical project work for Tier 3 client deliverables
• Conduct regular client meetings to review IT performance and discuss needs
• Identify and pursue additional service opportunities with clients
• Serve as an escalation point for complex issues
• Monitor and enhance internal processes for service delivery
• Oversee IT projects, ensuring they meet deadlines and budgets
• Maintain accurate documentation and generate performance reports
• Manage quoting and purchasing responsibilities
• Stay updated on industry trends, recommending new tools and services
IT Service Delivery Manager (MSP) - REMOTE Qualifications • 5 years of IT support experience is required
• Experience as an IT Manager (MSP or non-MSP) or L2/L3 Technician in an MSP is required
• Strong technical knowledge in networking, servers, and cloud solutions is required
• Understanding of small business cybersecurity needs & ability to implement 3rd party solutions
• Ability travel monthly as outline above is required
• Valid driver's license and reliable transportation is required
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