Service Delivery Manager, User Support Team Manager

Job description

Who We Are

We are a privately owned, leading Managed IT Services provider. Since 1996, we’ve specialized in delivering full-scale IT support, including Network & Security, UNIX/Linux & Windows Engineering, System & Database Administration, Help Desk Support, VoIP Support, and complete IT infrastructure management. Our small to mid-sized enterprises—depend on us for secure, efficient, and scalable technology solutions.

We are currently seeking a hands-on, strategic, and people-centered IT Service Delivery Manager / User Support Team Manager to elevate our support services, manage global delivery teams, and help us maintain our position as a trusted leader in the MSP space.

Job Summary

We are seeking a results-driven and strategic IT Service Delivery Manager to lead global service operations within a fast-paced Managed Service Provider (MSP) environment. This role is responsible for managing onsite user support engineers, overseeing a Help Desk team in Asia, ensuring high-quality service delivery, driving client onboarding and offboarding, supporting pre-sales efforts, and leading Quality Assurance (QA) across all client interactions. The role also involves close collaboration with Project Managers to ensure peer-reviewed client communications and smart resource allocation across support teams. The ideal candidate is technically sound, people-focused, and process-driven with a strong command of ITIL-aligned practices.

Key Responsibilities

1. Service Delivery Management

• Own end-to-end service delivery for assigned clients, ensuring SLA compliance, operational performance, and customer satisfaction.
• Coordinate across Help Desk, onsite, systems, and network teams to ensure seamless support delivery.
• Serve as the escalation point for service-impacting issues, leading timely resolution and transparent communication.
• Conduct service reviews with clients and leadership, presenting KPIs, trends, and continuous improvement plans.
• Collaborate with Project Managers to ensure peer-reviewed user communication before external release.
• Assist clients with gathering evidence and documentation for compliance and audit readiness (SOC 2, HIPAA, HITRUST, FDA, etc.).

2. Global Support & Resource Management

• Lead and manage a distributed team: U.S.-based onsite support engineers and an Asia-based Help Desk team providing ²⁴⁄₇ coverage.
• Provide resource allocation planning for the Help Desk and user support engineers based on ticket volume, project load, and client urgency.
• Monitor ticket queues, shift coverage, and workload distribution, ensuring operational balance and responsiveness.
• Conduct performance check-ins, coaching sessions, and training to foster team development and accountability.

3. Onboarding & Offboarding of Clients

• Own the end-to-end onboarding lifecycle: IT discovery, documentation, user/device provisioning, and communication plans.
• Manage secure and smooth offboarding processes including deprovisioning, asset recovery, and knowledge handover.
• Partner with engineering and project teams to ensure all onboarding/offboarding activities are documented, timely, and aligned with client expectations.

4. Compliance & Audit Support

• Assist clients in gathering documentation for audits and internal/external compliance assessments.
• Provide operational guidance for regulatory standards such as SOC 2, HIPAA, HITRUST, and FDA.
• Coordinate with internal teams and client contacts to deliver required compliance artifacts within the deadline.
• Ensure service delivery SOPs and communication practices align with regulatory expectations.

5. Quality Assurance & Process Improvement

• Conduct QA audits on service tickets (user support, systems, and network), ensuring quality, resolution accuracy, and customer satisfaction.
• Review Zoom/phone support interactions for tone, technical clarity, and alignment with service standards.
• Enforce the consistent use of ticket templates and knowledge base updates to improve team efficiency and external communication.
• Track team performance using KPIs, CSAT, and SLA metrics to inform training, coaching, and resource adjustments.

6. ITIL & Governance

• Apply ITIL practices across incidents, request, change, and problem management processes.
• Use ITSM platforms (e.g., ConnectWise, ) to enforce ticketing standards, document trends, and process governance.

Additional Requirements

• Minimum 5 years of Tier II end-user support experience, with 3+ years in a managerial role

• Bachelor’s degree in computer science, IT, or a related field

• Proven ability to build and lead cohesive support teams in a fast-paced MSP environment

• Hands-on expertise supporting Windows (7–11), macOS, mobile devices, and cloud platforms (O365, Gmail)

• Experience enrolling and managing Windows devices using Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for macOS

• Experience with MDM and endpoint security tools (Workspace ONE, Maas360, Symantec, ESET)

• Familiarity with SSO/MFA platforms (Okta, OneLogin), VoIP (RingCentral, Vonage), GPOs, and Backup Exec

• Strong documentation skills, and the ability to produce clear SOPs, user guides, and internal KBs

• Excellent verbal and written communication skills, with the ability to interface effectively with technical and non-technical stakeholders

• 401(k) with company match

• Paid Time Off (Vacation, Sick, and Holidays)

• Company-paid holidays

• Health Care Plan (Medical, Dental, Vision)

• Family Leave (Maternity, Paternity)

• Retirement Plan Options (401k, IRA)

• Work-from-home flexibility

• Training & development opportunities

• Free snacks, wellness support, and team lunches

ICE is proud to be an equal opportunity employer committed to building a high-performing, diverse workforce. All new hires are required to complete a background check and drug screening as part of our onboarding process.