What are the responsibilities and job description for the IT Service Delivery Manager - MSP position at Bowman Williams?
Job Title: IT Service Delivery Manager – MSP
Location: Des Plaines, IL (Hybrid Schedule)
Salary: Competitive Benefits Leadership Growth
About Us
We are a fast-growing, people-first MSP redefining how IT support looks and feels for both our clients and our team. We combine proven processes with a fresh, innovative approach, building a collaborative culture where team members solve meaningful problems while having fun doing it. We’re a company where ideas are heard, contributions matter, and career growth is a priority.
About the Role
We’re looking for a Service Delivery Manager (SDM) who blends technical expertise with leadership savvy. This role is perfect for someone who thrives in fast-paced MSP environments and enjoys balancing service desk operations, escalations, and mentorship. You’ll work closely with the leadership team to improve service delivery, coach technicians, and help scale operations as we grow.
What You’ll Do
- Lead and mentor the service desk team, ensuring smooth ticket resolution, escalation processes, and high-quality documentation.
- Handle advanced technical escalations, root cause analysis, and direct client communication.
- Define and refine internal processes, including SLAs, KPIs, and SOPs.
- Serve as a key contact for client strategy discussions, building relationships and proactively addressing IT needs.
- Collaborate with the engineering team to align backend operations with client-facing delivery.
- Manage and optimize tools like RMM, PSA, and documentation platforms (experience with Kaseya/Autotask a plus).
- Identify and implement automation opportunities to drive efficiency.
What You Bring to the Table
- 5 years of IT experience in an MSP environment.
- Strong leadership or mentorship background—you enjoy helping others grow.
- Expertise in Microsoft server and workstation environments, Azure, and Microsoft 365.
- Advanced troubleshooting experience with DNS, DHCP, AD/GPO, and VPNs.
- Familiarity with security, backup, and disaster recovery tools (Datto, SonicWall, EDR, etc.).
- Strong process mindset—you’re passionate about improving workflows and documentation standards.
- Excellent interpersonal and client-facing communication skills.
Why You'll Love This Role
- You'll have influence and autonomy in shaping service delivery strategy.
- You’ll collaborate with a supportive team that values input at all levels.
- You'll be part of a fast-paced environment where your leadership and technical skills will shine and grow.
- You'll help develop a next-level service desk while working directly with leadership.
Benefits:
- Hybrid work setup (mix of remote and in-office days)
- Health insurance through BCBS
- 3% 401(k) match
- Generous PTO and flexible scheduling
- Paid certifications and ongoing training
- Travel reimbursement
- Career advancement opportunities in both leadership and technical tracks
Ready to step into a leadership role where you’ll help shape the future of service delivery? Apply now.
Salary : $100,000 - $120,000
