Director of Service Delivery
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Job Summary
Leading the service delivery engine, the full-time Director of Service Delivery will manage the Reactive, Escalated, and Service Coordination teams remotely, ensuring effective ticket management, client satisfaction, and operational efficiency while driving key performance metrics.
Key responsibilities
- Direct day-to-day management of service teams, including staffing and workload balancing
- Oversee ticket escalations and ensure proper prioritization using SLA metrics
- Manage department KPIs for resolution time and customer satisfaction, reporting weekly on service trends
Required qualifications
- 5+ years in IT roles, with 3+ years in a leadership or supervisory position within an MSP or service desk environment
- Hands-on experience with Autotask or similar PSA tools
- Solid technical foundation in Microsoft 365, Azure/Entra ID, and Windows Server
- Industry certifications strongly preferred (e.g., Microsoft, CompTIA)
- High school diploma required; bachelor's degree in a related field preferred
Complete Job Description
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