What are the responsibilities and job description for the Service Delivery Manager position at Velocity IT?
About the Company
Velocity IT is a fast-growing IT Managed Services Provider (MSP) dedicated to delivering cutting-edge IT solutions to businesses in Dallas and beyond. We pride ourselves on providing exceptional service and strategic technology solutions to help our clients thrive. As we continue to expand, we are looking for a highly motivated Service Delivery Manager to lead our service team and ensure top-tier IT support and client satisfaction.
About the Role
We are seeking an experienced Service Delivery Manager with a strong MSP background to oversee the successful delivery of IT services to our clients. In this role, you will lead our technical support team, manage service operations, and ensure a seamless client experience. You will play a key role in improving processes, optimizing performance, and driving service excellence.
Key Responsibilities:
- Oversee day-to-day IT service delivery operations, ensuring timely and efficient resolution of client issues.
- Lead, train, and mentor the support team, fostering a high-performance and client-focused culture.
- Develop and implement best practices to improve service efficiency and client satisfaction.
- Monitor and manage SLAs, ensuring all service requests are handled within agreed timeframes.
- Act as the primary point of escalation for critical client issues and ensure prompt resolution.
- Collaborate with clients to understand their business needs and align IT solutions accordingly.
- Work closely with sales and technical teams to support new client onboarding and service expansion.
- Analyze service metrics and produce reports to identify trends and areas for improvement for the business leadership and customers.
Requirements:
Previous experience working in an MSP is required.
5 years of experience in IT service delivery, technical support management, or a similar role.
Strong leadership skills with the ability to motivate and develop a team.
Excellent problem-solving, communication, and client relationship management skills.
Familiarity with ITIL frameworks, service management tools, and remote monitoring & management (RMM) solutions.
Technical proficiency in IT infrastructure, networking, cloud solutions, and cybersecurity best practices.
What We Offer:
Competitive Salary: Starting at $85,000/year (dependent on experience).
Hybrid Work Schedule: 4 days in-office, 1 flex work-from-home day per week.
Health Benefits: Comprehensive medical, dental, and vision coverage.
401(k) with Matching: Invest in your future with our retirement plan.
Paid Time Off: Generous PTO policy to support work-life balance.
Career Growth: Opportunities for professional development and advancement.
Join Us!
If you’re an experienced MSP professional looking to take your career to the next level, we’d love to hear from you! Apply today and become part of a dynamic team that values innovation, teamwork, and client success.
Job Type: Full-time
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Compensation Package:
- Bonus opportunities
Schedule:
- Monday to Friday
Application Question(s):
- Have you ever worked for a Managed Services Provider?
Experience:
- IT support: 5 years (Required)
Ability to Commute:
- Dallas, TX 75243 (Required)
Ability to Relocate:
- Dallas, TX 75243: Relocate before starting work (Preferred)
Work Location: In person
Salary : $85,000 - $100,000