Service Delivery Manager (MSP)

About Us:Reliable Technology Services is a Frisco, Texas-based Managed IT Services Provider delivering enterprise-level infrastructure, voice, and data solutions to small and mid-sized businesses. Since 2007, we've helped organizations solve complex technology challenges with integrity and expertise.We are a fast-growing, entrepreneurial MSP serving the DFW area. Our culture is collaborative, performance-driven, and built for speed. We move quickly, expect accountability, and are committed to delivering an exceptional client experience.Position SummaryWe are seeking a hands-on Manager of Service Delivery to lead a high-performing technical team in a fast-paced MSP environment. This role oversees daily service operations, mentors a team of approximately 10 technical professionals, and ensures service excellence while driving accountability and scaling operations. The ideal candidate balances leadership, team development, and occasional escalation support, all with a strong client-first focus.Key ResponsibilitiesService OperationsOversee service desk and project coordination activitiesEnsure SLAs and KPIs are consistently metManage ticket flow, prioritization, escalations, and backlog controlImprove processes and documentation for efficiency and scalabilityIdentify workflow bottlenecks and implement solutions quicklyTeam LeadershipLead, coach, and develop approximately 10 technical team membersConduct regular one-on-ones and performance reviewsPromote accountability and ownership across the teamAssist in recruiting, onboarding, and skill developmentMaintain morale and team engagement in a fast-paced environmentClient ExperienceServe as an escalation point for client concernsMonitor client satisfaction and proactively address trendsCollaborate with leadership on service improvements and growth strategyMetrics & PerformanceTrack and report on SLA compliance, response times, CSAT, and ticket trendsAnalyze recurring issues and drive corrective actionAssist with capacity planning as the company growsContinuous Improvement & ScalabilityRefine service workflows to support growthHelp implement automation and best practicesEnsure consistent documentation and operational standardsQualificationsRequired5+ years in IT services industry2+ years of MSP environment experience2+ years of team leadership experienceStrong understanding of SLA-driven service environmentsExperience with PSA and RMM tools (HaloPSA, Datto RMM, IT Glue, etc.)Strong communication and client-facing skillsIdeal Candidate TraitsComfortable making decisions in a fast-paced environmentOrganized and process-oriented, but adaptableLeads with accountability, not micromanagementStrong problem solver who remains calm under pressureMotivated by building systems that scale Benefits:Paid Time OffCompetitive SalaryMedical, Dental and Vision InsuranceShort-Term and Long-Term Disability401K (non-matching)Reporting StructureThis position reports directly to the CEO. Coordination and communication to facilitate all client service needs is essential. HR matters will be handled by the Human Resources Manager in coordination with the CEO. Coordination and communication to facilitate all client service needs is essential.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must periodically lift and/or move large, bulky and/or heavy items up to and exceeding 50 pounds and/or use a dolly to handle such items. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Created: 2026-05-08