Service Delivery Manager - MSP

• Ready to Lead, Inspire, and Make an Impact? Join Us at My IT Crew.
• At My IT Crew, leadership isn’t about titles, it’s about impact. Since 2016, we’ve been redefining what it means to deliver IT services, with a focus on empowering people, solving problems, and creating a culture where both our clients and team members thrive.
• Our customer satisfaction rating? A steady 97%.
• Our growth? Relentless, fueled by innovation and teamwork.
• Our culture? Transparent, collaborative, and committed to high performance.
• Now, we’re looking for a Service Manager who can raise the bar even higher, someone who can inspire a team, guide our clients, and make sure every hour spent delivers real value.
• Position: Service Manager
• Location: Remote
• Department: Service Delivery

What You’ll Do

• As Service Manager, you’ll be the heartbeat of our operations, keeping the team focused, clients happy, and performance on track. You’ll:
• Act as an escalation point for critical client issues, owning communication and resolution.
• Manage scheduling, workload, and utilization to make sure every hour counts.
• Review and manage service backlogs, keeping priorities clear and moving.
• Track key metrics, spot trends, and proactively improve performance.
• Mentor and motivate your team through one-on-ones, coaching, and clear feedback.
• Handle employee reviews, hiring, and staff development.
• Take ownership of major incidents, leading coordination and stakeholder communication.
• Collaborate across departments to maximize client satisfaction and operational efficiency.
• Lead by example, upholding accountability, morale, and excellent customer service.

What You Bring

• We’re looking for someone who’s not just a manager, but a leader with vision, grit, and a people-first approach. You’ll bring:
• 5+ years of technical IT experience.
• 3+ years in management or leadership roles.
• Hands-on expertise with Windows Server, Active Directory, Microsoft 365, Firewalls, VPNs, Routing/Switching, Virtualization, and LAN/WAN.
• Strong background in IT service delivery, incident/problem/change management, and client relationship building.
• ITIL knowledge (V3/V4 Foundation strongly preferred).
• Excellent communication skills, you can build trust, present clearly to leadership, and defuse tough situations with calm confidence.
• A proven track record of meeting KPIs and driving team performance.

Why You’ll Love It Here

• A culture where leadership is about coaching, not micromanaging.
• Real influence on strategy, performance, and customer success.
• Tools, training, and processes that evolve with the industry.
• A company that rewards initiative, values growth, and supports your leadership journey.
• A team that listens, learns, and collaborates to win
• together.
• If you’re ready to step into a role where your leadership directly shapes client outcomes and team growth, then this might be your next big move.
• Let’s talk. My IT Crew isn’t just a place to work, it’s a place to grow, lead, and thrive.