Job Summary
Service Delivery Manager

We’re looking for a strong operator to lead our service delivery team and ensure both day-to-day support and project work are executed at a high level. This role is responsible for managing help desk technicians and hybrid project technicians, while driving accountability around service quality, responsiveness, and client satisfaction.

You’ll own the performance of our support function and play a key role in coordinating and delivering client projects in partnership with our project management function.

Responsibilities

Lead and manage help desk and hybrid project technicians (coaching, accountability, performance management).
Own service delivery outcomes including ticket flow, response times, resolution times, and SLA adherence.
Ensure a high-quality client experience across all support interactions.
Manage team workload, scheduling, and prioritization across support and project work.
Coordinate with the Project Manager to ensure successful execution of client implementations.
Step in to drive or oversee project delivery when needed to ensure timelines and expectations are met.
Establish and improve processes for ticket handling, escalations, and service consistency.
Monitor KPIs and reporting (utilization, backlog, SLA performance) and take corrective action.
Act as an escalation point for complex technical or client issues.
Work closely with leadership to improve operational efficiency and scalability.

Qualifications

5+ years in an MSP or IT services environment (required).
2+ years managing help desk or technical teams.
Strong understanding of service delivery, SLAs, and client support operations.
Experience coordinating or managing IT projects (implementations, migrations, onboarding).
Familiarity with PSA/ticketing systems (ConnectWise, Autotask, or similar).
Ability to manage competing priorities across support and project work.
Strong communication skills with both technical teams and business clients.
Operational mindset—someone who tracks metrics, drives accountability, and improves processes.

What We’re Looking For

A leader who can hold a team accountable without micromanaging.
Someone who thrives in a fast-paced MSP environment.
Strong problem solver who can balance client needs with internal capacity.
Comfortable owning outcomes, not just managing tasks.

Why This Role Matters

This position is critical to maintaining and improving the experience our clients have with our company. You’ll directly impact retention, efficiency, and our ability to scale.

Job Type: Full-time

Benefits:

401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance

Experience:

Project management: 4 years (Required)
IT: 2 years (Preferred)

Ability to Commute:

Midland, TX 79701 (Required)

Ability to Relocate:

Midland, TX 79701: Relocate before starting work (Required)

Work Location: In person

Hilliard Office Solutions

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