The Opportunity:

As the company professionalizes its service delivery function under a new Service Director, it is adding a Service Delivery Manager to own the day-to-day execution of help desk and field support operations. This role is the operational backbone beneath the Director: where the Director sets strategy, vendor direction, and the broader service transition plan, the Service Delivery Manager runs the floor — staffing, ticket flow, escalations, and technician performance — so that clients experience consistent, high-quality support every day.

This is a strong fit for a hands-on leader who wants to build out formal process and metrics in a business that has historically run on tribal knowledge and strong relationships, without losing the responsiveness and care that has earned the company an excellent reputation with its clients.

What You'll Do:

• Manage the daily operations of the help desk and field technician team, including shift coverage, ticket queue health, and response/resolution times against SLA targets.
• Serve as the primary escalation point for technical issues and client concerns that front-line technicians cannot resolve, stepping in directly when needed.
• Own technician scheduling, time-off coverage, and workload balancing across the Palm Beach County and Miami markets.
• Coach, train, and performance-manage help desk and field staff; conduct regular 1:1s and provide both positive reinforcement and corrective feedback.
• Monitor and report on core service metrics (ticket volume, response time, resolution time, technician utilization, client satisfaction) to the Service Director, and drive corrective action when metrics slip.
• Support the ongoing migration of clients from a legacy, lighter-touch service tier to the company's premium managed offering by ensuring delivery teams can execute the added scope of work.
• Maintain and improve documentation standards across the team, including client runbooks, ticket notes, and knowledge base articles.
• Partner with the Service Director on process improvements, tooling changes, and staffing plans as the business scales.
• Fill in on tickets or on-site visits as needed during staffing gaps, while maintaining the discipline to keep personal ticket load from crowding out team leadership responsibilities.

What We're Looking For:

• 4+ years in an MSP or IT services environment, including at least 2 years in a team lead, supervisor, or manager capacity over a help desk or field technician team.
• Direct, hands-on familiarity with RMM/PSA platforms, ticketing systems, and core endpoint/security tooling used in a managed services environment.
• Demonstrated ability to build or improve service processes, SLAs, and documentation in an environment that previously ran informally.
• Strong people-management instincts: comfortable coaching, scheduling, and holding a technical team accountable to metrics.
• Excellent client-facing communication skills, with the judgment to know when to resolve an issue directly versus escalate.
• Experience supporting professional-services or legal-industry clients is a plus.
• Based in or willing to relocate to the South Florida area; ability to travel periodically to the company's Miami client base.