Service Delivery Supervisor

The Service Delivery Supervisor at The 20 oversees the delivery of IT services supervising a team of technical professionals and maintains strong client relationships in a fast-paced MSP environment. This role requires a balance of leadership technical insight and a commitment to quality service. The ideal candidate is proactive detail-oriented and focused on creating exceptional service outcomes.

Responsibilities Include but Not Limited To:

• Oversee the end-to-end delivery of IT services ensuring timely resolution of service tickets and adherence to SLAs.
• Monitor ticket queues prioritize work and maintain accountability for resolution quality and documentation.
• Build and maintain strong client relationships acting as the primary point of contact for escalations and service reviews.
• Identify opportunities for process improvements and implement enhancements to increase efficiency and client satisfaction.
• Lead mentor and support a team of service desk professionals setting clear goals and fostering professional development.
• Track and report on key performance metrics analyzing trends and identifying areas for operational improvement.
• Collaborate cross-functionally with internal teams including technical sales and operations to ensure smooth service delivery.

Required Skills & Experience:

• Excellent leadership communication and client-facing skills.
• Proven experience managing escalations and driving results within structured process-driven environments.
• Experience with service metrics and reporting tools; ITIL certification is a plus.

Preferred Skills Competencies & Knowledge:

• Active Directory Intune Azure AD and Microsoft 365 services (Exchange Teams SharePoint OneDrive)
• Kaseya BMS/VSA or similar RMM tools
• IT documentation platforms (e.g. IT Glue)
• Modern OS environments scripting or automation tools

Qualifications:

• Bachelors degree in IT Business Administration or a related field (or equivalent experience)
• 35 years of experience in a service delivery or technical management role (MSP experience preferred)
• Relevant certifications in Microsoft networking or service management are a plus

Physical Demands: The physical demands below describe the essential job functions needed to complete this job.

• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit stand walk talk hear and see
• Routine use of hands to type
• Occasional need to stoop kneel crouch twist crawl reach and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision depth perception and ability to focus
• May require travel dependent on company needs.
• Occasional need to lift and/or move up to 30 pounds

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities duties and skills required of the individual(s) holding this position.