IT Service Delivery Manager (MSP) - HYBRID

Location: Kennewick, WA (Hybrid: 50% work from home, 50% in-office)

Salary: $75,000-$100,000 (Flex DOE) Bonus Potential $5,000-$20,000 Benefits

Benefits: Medical (0% Employee Cost), Dental, Disability, 401K w/ Match, 15 Days PTO, 10 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 every 2 weeks for 1-2 days

IT Service Delivery Manager (MSP) - HYBRID Description

Our client in the IT and Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, Washington. This hybrid role offers the flexibility to work from home 50% of the time. As the IT Service Delivery Manager, you will lead a team of three technicians, overseeing IT services for approximately 100 small businesses, each ranging from 1 to 50 employees. While your team handles day-to-day frontline activities, your primary focus will be managing escalated issues, overseeing service delivery (60%), and contributing to technical project work (40%). Our client is open to hiring an IT Manager from inside/outside the MSP industry or a motivated and technically strong L2 or L3 MSP technician with the desire to advance into a customer-facing managerial role. To thrive in this position, you should excel in problem-solving, organization, and possess strong interpersonal and communication skills, all with a client-focused approach. This is a great opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.

IT Service Delivery Manager (MSP) - HYBRID Responsibilities

• Lead a technical support team resolving day-to-day Tier 2 and Tier 3 IT issues

• Manage technical project work for Tier 3 client deliverables

• Conduct regular client meetings to review IT performance and discuss needs

• Identify and pursue additional service opportunities with clients

• Serve as an escalation point for complex issues

• Monitor and enhance internal processes for service delivery

• Oversee IT projects, ensuring they meet deadlines and budgets

• Maintain accurate documentation and generate performance reports

• Manage quoting and purchasing responsibilities

• 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 in networking, servers, and cloud solutions is required

• Understanding of small business cybersecurity needs & ability to implement 3rd party solutions

• Ability to work 50% on-site and travel to clients 2x per month (1-2 days) is required

• Valid driver’s license and reliable transportation is required