IT Operations Service Delivery Manager 2280

IT Operations / Service Delivery Manager Brooklyn NY $100000$150000

About the Role Youll be responsible for running end-to-end service delivery at a healthcare-focused MSP from the moment a ticket comes in to the moment its fully resolved and the client feels taken care of. Youll lead the service desk dispatch and NOC teams while keeping SLAs tight queues moving and client confidence high all in an environment where downtime isnt just inconvenient it affects patient care.

Key Responsibilities

Service Delivery Oversight

• Oversee daily service desk operations including ticket intake prioritization resolution and closure
• Monitor ticket queues backlog aging and stalled work to ensure steady progress
• Ensure adherence to SLAs service standards and client requirements
• Maintain visibility across all active service work

Team Leadership & Quality

• Lead and support service desk dispatch and NOC-related staff
• Define clear roles responsibilities and performance expectations
• Provide direct feedback and coaching to improve performance
• Review ticket handling for accuracy completeness professionalism and follow-through
• Address poor performance incomplete work and recurring issues
• Support hiring training and development of a high-performing team

Execution & Client Experience

• Ensure all requests receive timely clear and professional communication
• Act as an escalation point for service-related issues
• Step in when work is stalled unclear or not progressing with the right urgency
• Drive issues to resolution and take full ownership of outcomes
• Make judgment calls when needed to keep work moving and meet client expectations

NOC Monitoring & Reporting

• Oversee monitoring systems alerts and NOC workflows
• Ensure alerts are properly triaged escalated and resolved
• Track key service metrics including SLA performance backlog aging and productivity
• Use reporting to identify issues improve performance and support planning
• Ensure proper usage and data integrity across PSA RMM and monitoring tools

Operations & Process Improvement

• Identify inefficiencies across workflows ticket handling escalation and service processes
• Develop and standardize practical SOPs where needed
• Implement improvements that increase speed quality and consistency
• Support automation and better use of tools to improve service delivery
• Balance structure with flexibility to meet real-world operational needs

Qualifications

• 510 years of experience in IT support and MSP operations
• 3 years managing a service desk or support team
• Strong understanding of ticketing systems and SLA-driven environments
• Experience with ConnectWise
• Proven ability to manage high-volume ticket environments
• Experience in healthcare IT environments (preferred)
• Familiarity with ITIL concepts (preferred)
• Strong ownership and accountability mindset with the ability to operate independently in a fast-paced environment

Interested Send your resume to: