Service Delivery Manager MSP Santa Fe Springs, CA
Location: Monday-Friday, Onsite at HQ (Santa Fe Springs, CA 90670)
Compensation: $110,000-$120,000 (based on experience)
Must: Experience working in a Managed Service Provider (MSP) environment.
We are a well-established Managed Service Provider (MSP) with over 23 years of delivering cutting-edge IT and cybersecurity solutions to a wide range of clients. Our team operates like a close-knit family, emphasizing care, collaboration, and professional development in a dynamic, growth-oriented environment.
We are seeking a Service Delivery Manager to lead IT service operations, enhance customer satisfaction, and drive operational excellence.
What You'll Do:
- Oversee IT service delivery, ensuring SLAs and client expectations are consistently met
- Monitor ticket flow, escalations, and compliance through Autotask PSA
- Audit service tickets for quality and resolution efficiency
- Analyze overdue tickets, address billing disputes, and coordinate resolutions
- Manage contract creation, updates, and renewals
- Lead the hiring process, onboarding, training, and mentorship of Tier 1 and Tier 2 staff
- Conduct regular team meetings, performance reviews, and enforce time-tracking policies
- Act as the primary client escalation point and maintain strong customer relationships
- Develop and refine SOPs, implement workflow improvements, and ensure compliance with security standards
- Track KPIs and report performance metrics to senior leadership
- Manage MSP tools (RMM, PSA, EDR) and vendor relationships
- Support long-term planning and scaling strategies
What You Bring:
- Recent experience working for an Managed Service Provider (MSP).
- Proficiency with Autotask or comparable PSA systems
- Proven leadership and mentorship skills for technical teams
- Expertise in SLAs, ticketing workflows, and service desk operations
- Familiarity with billing processes, contract management, and client communications
- Understanding of cybersecurity frameworks (SOC 2, NIST)
- Strong analytical, documentation, and reporting skills
- Ability to optimize MSP tools and vendor solutions
Benefits:
- Health, Dental, and Vision (multiple providers to choose from)
- Life Insurance
- 401K with 4% Match
- PTO, Paid Sick Days, and Paid Holidays
- Mileage Reimbursement
- Certification Reimbursement
- Career Advancement Opportunities
- Semi-Annual Performance Reviews
- Frequent Culture Conversations (designed to support employee happiness)
Why Join Us:
- Dynamic Culture: Celebrate milestones, give back to the community, and enjoy a supportive environment
- Growth Opportunities: Access to certification reimbursements, industry conferences, and professional development
- Work-Life Balance: Initiatives designed to promote employee well-being and satisfaction
- Diversity and Inclusion: Proudly supporting diversity with 38% of our tech team being women