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Information Technology Service Delivery Manager

Information Technology Service Delivery Manager

Select Technical Staffing, Inc.Menomonee Falls, WI, US
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Our client is a veteran-owned Managed Security Services Provider (MSSP) founded in 2017. They deliver enterprise-grade cybersecurity and managed IT solutions to organizations across Wisconsin and the greater Midwest. As a SOC 2 Type II compliant provider, they are committed to the highest standards of security, reliability and data protection.

Their veteran roots shape their culture of discipline, integrity and mission focus—values that carry through in how they protect and support our clients. They take pride in not only safeguarding organizations against evolving cyber threats, but also in building long-term partnerships that help them grow securely and confidently.

They foster a team-first environment where innovation, professional growth and client success thrive. This balance of technical excellence and people-first values makes them a trusted partner for businesses looking to strengthen their security posture while working with a team that truly cares.

About the Role :

The Service Delivery Manager is responsible for leading our client's 24 x 7 x 365 service delivery operations, ensuring high-quality technical support across all managed clients. This role oversees the service desk team, manages workflows, enforces SLA compliance and drives continuous improvement within service delivery. The Service Delivery Manager serves as the primary escalation point for client service issues and collaborates with leadership to align IT support with all strategic goals.

What You'll Do :

Leadership and Management

  • Lead and mentor Service Desk Technicians (tier I - III) to deliver consistent, high-quality client support.
  • Oversee staff scheduling, on-call rotations and workload distribution to maintain 24 x 7 x 365 coverage.
  • Conduct performance reviews and identify opportunities for training and professional growth.

Service Operations

  • Ensure efficient triage, assignment and resolution of tickets in line with SLAs.
  • Manage escalation processes, serving as the highest point of operational escalation prior to engineering engagement.
  • Oversee monitoring systems, patching cycles, backup verifications and client device management.
  • Drive adherence to ITIL-based best practices, including incident, problem and change management.

    • Client Experience and Reporting

  • Maintain a high level of customer satisfaction, acting as the voice of the client within the service desk.
  • Conduct regular reviews of ticket resolution metrics, SLA compliance and client feedback.
  • Support technical business review meetings with data and insights into support performance.
  • Foster strong vendor relationships and ensure seamless third-party application support coordination.

    • Process and Continuous Improvement

  • Develop and refine Service Delivery SOPs, workflows and documentation.
  • Identify Service Delivery gaps and implement process improvements.
  • Collaborate with Security and Engineering teams to align endpoint management, vulnerability response and cybersecurity initiatives.
  • Maintain and enforce quality standards across remote and onsite support services.
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    Information Technology Manager • Menomonee Falls, WI, US

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