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RedHelm · 41 minutes ago

Service Delivery Manager

Pittsburgh, PA

Full-time

Onsite

Senior Level

5+ years exp

RedHelm is a technology solutions provider dedicated to supporting clients with tailored services and elite protection. The Service Delivery Manager will lead the Service Desk organization, ensuring high-quality service delivery, operational excellence, and continuous improvement while managing a team of technical professionals.

Cloud Data ServicesCommunications InfrastructureInformation TechnologyIT Infrastructure

No H1B

Responsibilities

Provide direct people leadership to Service Desk Analysts, IT Specialists, and Systems Engineers, including coaching, performance management, feedback, and career development

Ensure the delivery of high-quality, consistent technical support services that meet or exceed defined SLAs and customer expectations

Own day-to-day service delivery operations, including phone and ticket queue health, workload prioritization, and escalation management

Act as a primary escalation point for client-impacting service issues, coordinating internal teams to drive timely resolution and clear communication

Partner with Client Executives, Technical Account Managers, and other stakeholders to address service concerns, close gaps, and improve outcomes

Proactively identify trends, recurring issues, and operational inefficiencies, recommending and implementing process improvements

Collaborate with Central Services, Primary Engineering, and automation teams to improve efficiency and reduce recurring incidents

Lead incident response activities, including coordination, communication, and post-incident reviews to prevent recurrence

Ensure accurate time entry, ticket documentation, and service data quality to support billing accuracy and operational reporting

Support onboarding, training, and ongoing development of team members, including cross-training and knowledge sharing

Ensure team adherence to information security policies, privacy requirements, and operational controls

Participate in workforce planning, hiring, and resource alignment in partnership with leadership and HR

Perform other duties as needed to support service delivery operations

Qualification

Service delivery managementTechnical support leadershipIncident response managementService desk operationsPerformance managementCustomer service qualityIT service managementCoachingData analysisMentoringConflict resolutionCommunication skillsOrganizational skillsTeam collaboration

Required

5 or more years of experience in a managed services or professional IT services environment

Demonstrated experience leading technical support or service desk teams

Experience supporting or overseeing multi-tier service delivery organizations

Background in customer-facing service environments with accountability for service quality and outcomes

Familiarity with MSP operational models, including SLAs, escalations, utilization, and ticket-based workflows

Strong leadership skills with the ability to coach, motivate, and develop technical staff at varying experience levels

Proven performance management, feedback, and conflict resolution capabilities

Strong understanding of service desk operations, escalation models, and IT service management practices

Ability to analyze service performance metrics and translate data into actionable improvements

Experience managing incident response, service recovery, and client communications

Excellent organizational and prioritization skills in fast-paced environments

Clear and effective verbal and written communication skills, with the ability to engage both technical and non-technical audiences

Broad technical understanding of technologies commonly supported in MSP environments, including endpoints, servers, cloud platforms, networking, and security

Ability to guide and challenge technical teams without acting as the primary technical owner

High school diploma or equivalent required

Successful completion of state and federal background checks is required

Applicants must be authorized to work in the United States