Job Description

Do you ever look at your current IT workflows and think, “There has to be a better way”? This is your chance to create that better way. We're looking for an IT Service Delivery Manager who isn't just here to maintain the status quo — but to design the processes, build the team, and set the standards from the ground up.

In this role, you'll have the autonomy to reimagine how IT services are delivered, tackle inefficiencies head-on, and implement ideas you've always wanted to see in action. You'll be part of a growing company where your decisions will directly shape the department's future, and your leadership will leave a lasting impact.

If you're driven by improvement, energized by problem-solving, and motivated to grow with a team that's scaling up, this is where your ideas become reality.

We're a new and ambitious Managed Service Provider dedicated to delivering proactive, strategic, and best-in-class IT support to small and medium-sized businesses in the Minneapolis-St. Paul area. We are founded on the principle of being a true technology partner to our clients, helping them leverage IT to achieve their business goals. We are building a team of passionate, skilled, and client-focused professionals to grow with us from the ground up.

Position Overview

We're seeking a highly motivated, process-focused IT Service Manager who's excited to shape the way our Managed Services Provider (MSP) operates. This is not just about keeping the wheels turning — this role is the engine driving innovation, efficiency, and excellence in how we deliver services. You'll lead our service desk operations, refine and optimize our technology stack, ensure SLAs aren't just met but exceeded, and champion best practices that set new standards.

As a strategic partner to our clients (vCIO), you won't just solve today's problems — you'll anticipate tomorrow's needs, building solutions that deliver long-term value. This is your opportunity to design processes, develop a high-performing team, and create a service delivery model you're proud of.

Key Responsibilities:

• Oversee all aspects of service delivery, ensuring clients receive exceptional and timely support.
• Manage the service desk operations within ConnectWise Manage (PSA), including ticket queues, workflows, and technician scheduling.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs), implementing improvements as needed.
• Act as the primary administrator for our core business platforms, including ConnectWise Manage and ConnectWise Automate.
• Manage relationships with our key technology vendors (e.g., SentinelOne, Acronis, ProofPoint, Cisco Meraki).
• Develop and refine standard operating procedures (SOPs) for all service delivery functions, from client onboarding to project execution.
• Lead client onboarding processes to ensure a smooth and positive transition.
• Conduct regular service review meetings and basic strategic planning sessions (vCIO) with key clients to ensure alignment and satisfaction.
• Oversee procurement and lifecycle management of client hardware and software.
• Work closely with the sales team to ensure new agreements are scoped correctly and can be delivered profitably.
• Serve as an escalation point for client service issues and ensure prompt resolution.

Required Skills and Qualifications:

• 5+ years of experience in the IT industry, with at least 2 years in a service delivery, operations, or management role at an MSP.
• Deep understanding of MSP operations, business models, and best practices.
• Strong leadership skills with the ability to manage and motivate a technical team.
• Exceptional organizational, planning, and process-improvement skills.
• Excellent client-facing communication and relationship management abilities.
• A strategic mindset with the ability to align technical services with business objectives.

Preferred Qualifications (Bonus Points):

• Expert-level proficiency with ConnectWise Manage (PSA) and ConnectWise Automate (RMM) is highly desired.
• Experience managing a service desk and implementing ITIL or other service management frameworks.
• Hands-on experience with technologies in our stack (Acronis, SentinelOne, Meraki, Addigy) is a significant plus.
• Experience in a vCIO or client strategy role.
• Project management experience or certification (e.g., PMP, CompTIA Project+).

Benefits:

We believe great work happens when our team feels supported, valued, and empowered — both inside and outside the office. As part of our team, you'll enjoy:

• Comprehensive Health Coverage – Health, Dental, and Vision insurance to keep you and your family well.

• Retirement Planning – 401(k) with a 4% employer match to help you plan for the future.

• Time Off – 4 weeks of time off per year to rest, recharge, and pursue what matters most to you.

• Income Protection – Short-Term and Long-Term Disability coverage fully paid by the company, so you're protected if the unexpected happens.

• A Growing, Supportive Culture – Be part of a team that's building something together, where your ideas matter and your contributions have impact.

Job Tags

Full time, Temporary work, Work at office,

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