IT Service Delivery Manager (MSP) - HYBRID

IT Service Delivery Manager (MSP) - HYBRID
Location: Kennewick, WA (Hybrid)
Salary: $85,000-$100,000 + Annual Bonus Potential + Benefits
Benefits: Medical, Dental, Short/Long-Term Disability, 401K w/ 3% Safe Harbor, PTO, & Paid Holidays
Job Type: Full-Time
Typical Hours: M-F, 8am-5pm PST
Start Date: ASAP
Sponsorship: Not available
Relocation Assistance: Not Available
Travel: Visit customers throughout Washington 2-3x per month for 1-2 days

IT Service Delivery Manager (MSP) - HYBRID Description

Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, WA. In this role, you will lead a small team of technicians and oversee IT services for approximately 100 small business clients ranging from 150 employees. This leadership position combines hands-on technical expertise, client engagement, team oversight, project management, and process improvement. The ideal candidate may come from an MSP or corporate IT environment and could be an experienced IT Manager or a strong L2/L3 MSP technician ready to step into a managerial, customer-facing role. Success in this position requires strong technical depth, the ability to build trust with clients, and a proactive, service-oriented leadership style. This is an excellent opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.

IT Service Delivery Manager (MSP) - HYBRID Responsibilities

Oversee and manage service delivery for MSP clients
Lead a technical support team handling day-to-day Tier 2 and Tier 3 issues
Serve as an escalation point for complex technical challenges & also team backup
Oversee IT projects & team resources, ensuring timelines, scopes, and budgets are met
Manage and support Tier 3 project work for client deliverables
Conduct regular client meetings to review performance, discuss needs, and align on priorities
Evaluate, test, and deploy new technologies and services
Identify additional service opportunities and support client growth
Monitor, document, and improve internal service delivery processes
Maintain accurate documentation and generate performance reports
Manage quoting, purchasing, and vendor coordination
Stay updated on industry trends, recommending new tools and services

IT Service Delivery Manager (MSP) - HYBRID Qualifications

5 years of IT support experience is required
Experience as an IT Manager (MSP or non-MSP) or L2/L3 Technician in an MSP is required
Strong technical knowledge of Windows servers/desktops, networking, & virtualization required
Experience with Microsoft 365 and cloud technologies is required
Valid drivers license and reliable transportation for customer visits are required