IT Service Delivery Lead (MSP)

We are hiring an IT Service Delivery Lead to help lead and manage delivery of IT services our US based business clients.

We are an outsourced IT support provider (MSP) and support small and medium sized businesses in our local area (Dallas, Texas) and nationwide.

The IT Service Delivery Lead will be responsible for the following:

-Monitor and manage service desk KPIs. Ensure KPIs and SLAs are being exceeded.
-Manage and monitor service desk workload, assign tickets and projects based on workload.
-Implement and improve service delivery related SOPs and processes.
-Monitor and improve client satisfaction.
-Lead and manage internal projects.
-Provide thought leadership and feedback to team.
-Meet with and coach teaUpgrade to see actual infombers.
-Review, approve, and adjust billing entries.
-Provide technical escalation support.
-Provide overflow support to support desk team.
-Participate in interviews and provide input on hiring decisions.
-Train and onboard new teaUpgrade to see actual infombers.

We’re looking for someone with strong leadership skills, a proactive mindset, and the ability to lead and motivate a distributed team. Experience leading service desk teams or managing client-facing IT operations in an MSP environment is highly preferred.

Somewhere in the subject of your application please put the number '1234' so we can filter out those that have not read the job description.

This is an overnight position. The working hours for this role are 8AM-5PM CST Monday to Friday.

This is a full time salaried position. We offer performance based pay (monthly bonus) and paid time off.

If you’re a driven IT professional with a passion for service excellence and team leadership, we’d love to hear from you. Apply today and join a growing team that values initiative, performance, and continuous improvement.