Service Delivery Manager (MSP)

About Us:

Reliable Technology Services is a Frisco, Texas–based Managed IT Services Provider delivering enterprise-level infrastructure, voice, and data solutions to small and mid-sized businesses. Since 2007, we’ve helped organizations solve complex technology challenges with integrity and expertise.

We are a fast-growing, entrepreneurial MSP serving the DFW area. Our culture is collaborative, performance-driven, and built for speed. We move quickly, expect accountability, and are committed to delivering an exceptional client experience.

Position Summary

We are seeking a hands-on Manager of Service Delivery to lead a high-performing technical team in a fast-paced MSP environment. This role oversees daily service operations, mentors a team of approximately 10 technical professionals, and ensures service excellence while driving accountability and scaling operations. The ideal candidate balances leadership, team development, and occasional escalation support, all with a strong client-first focus.

Key Responsibilities

Service Operations

• Oversee service desk and project coordination activities
• Ensure SLAs and KPIs are consistently met
• Manage ticket flow, prioritization, escalations, and backlog control
• Improve processes and documentation for efficiency and scalability
• Identify workflow bottlenecks and implement solutions quickly

Team Leadership

• Lead, coach, and develop approximately 10 technical team members
• Conduct regular one-on-ones and performance reviews
• Promote accountability and ownership across the team
• Assist in recruiting, onboarding, and skill development
• Maintain morale and team engagement in a fast-paced environment

Client Experience

• Serve as an escalation point for client concerns
• Monitor client satisfaction and proactively address trends
• Collaborate with leadership on service improvements and growth strategy

Metrics & Performance

• Track and report on SLA compliance, response times, CSAT, and ticket trends
• Analyze recurring issues and drive corrective action
• Assist with capacity planning as the company grows

Continuous Improvement & Scalability

• Refine service workflows to support growth
• Help implement automation and best practices
• Ensure consistent documentation and operational standards

Qualifications

Required

• 5+ years in IT services industry
• 2+ years of MSP environment experience
• 2+ years of team leadership experience
• Strong understanding of SLA-driven service environments
• Experience with PSA and RMM tools (HaloPSA, Datto RMM, IT Glue, etc.)
• Strong communication and client-facing skills

Ideal Candidate Traits

• Comfortable making decisions in a fast-paced environment
• Organized and process-oriented, but adaptable
• Leads with accountability, not micromanagement
• Strong problem solver who remains calm under pressure
• Motivated by building systems that scale

Benefits:

• Paid Time Off
• Competitive Salary
• Medical, Dental and Vision Insurance
• Short-Term and Long-Term Disability
• 401K (non-matching)

Reporting Structure

This position reports directly to the CEO. Coordination and communication to facilitate all client service needs is essential. HR matters will be handled by the Human Resources Manager in coordination with the CEO. Coordination and communication to facilitate all client service needs is essential.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must periodically lift and/or move large, bulky and/or heavy items up to and exceeding 50 pounds and/or use a dolly to handle such items. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.