Service Delivery Manager – Hands-On Technical (MSP)
Bowman Williams, East Orange, NJ, United States
Service Delivery Manager – Hands-On Technical (MSP)
Location:
NYC / Northern NJ (Predominantly Remote, onsite visits 2–3 days per week)
Salary:
$100,000 – $110,000 Base + Quarterly Bonus with OTE of $135,000
Overview
We are a rapidly growing Managed Service Provider seeking a
hands-on Service Delivery Manager
to lead a distributed technical team while remaining deeply involved in escalations and service delivery. This is a true player-coach role for someone who enjoys solving complex technical problems, mentoring technicians, and building structure in a fast-moving MSP environment.
You will oversee 12–15 Field Technicians across NYC and Northern NJ, collaborate with an offshore support team, and serve as the primary escalation point for technical and client-facing issues. This role requires a leader who can balance accountability, process improvement, and technical ownership.
Responsibilities
Lead and manage 12–15 Field Technicians supporting client environments across NYC and Northern NJ
Act as the primary escalation point for complex technical issues and client-facing situations
Maintain strong SLA performance, ticket quality, and service delivery standards
Remain hands-on technically when needed to resolve escalations and critical incidents
Collaborate with an offshore support team to ensure consistent workflows and communication
Drive process improvements including documentation, ticket standards, and operational consistency
Monitor service metrics and implement changes to improve efficiency and reduce friction
Maintain strong relationships with client stakeholders and ensure reliable service delivery
Required Experience
5+ years of experience working for a Managed Service Provider
Experience managing technical teams in a service delivery or operations role
Proven ability to remain hands-on technically while leading people
Strong understanding of SLAs, escalations, and ticket-driven environments
Experience supporting multiple client environments simultaneously
Strong communication and leadership skills
Preferred Experience
Experience managing field technicians and distributed teams
Experience working with offshore or remote support teams
Experience improving service desk processes or scaling operations
ITIL or similar service management framework experience
Benefits
Base Salary: $100,000 – $110,000
Quarterly Bonus (up to 10%)
Predominantly Remote Schedule
Medical, Dental, and Vision Insurance
Travel Reimbursement
Holidays and Sick Time Off
Location:
NYC / Northern NJ (Predominantly Remote, onsite visits 2–3 days per week)
Salary:
$100,000 – $110,000 Base + Quarterly Bonus with OTE of $135,000
Overview
We are a rapidly growing Managed Service Provider seeking a
hands-on Service Delivery Manager
to lead a distributed technical team while remaining deeply involved in escalations and service delivery. This is a true player-coach role for someone who enjoys solving complex technical problems, mentoring technicians, and building structure in a fast-moving MSP environment.
You will oversee 12–15 Field Technicians across NYC and Northern NJ, collaborate with an offshore support team, and serve as the primary escalation point for technical and client-facing issues. This role requires a leader who can balance accountability, process improvement, and technical ownership.
Responsibilities
Lead and manage 12–15 Field Technicians supporting client environments across NYC and Northern NJ
Act as the primary escalation point for complex technical issues and client-facing situations
Maintain strong SLA performance, ticket quality, and service delivery standards
Remain hands-on technically when needed to resolve escalations and critical incidents
Collaborate with an offshore support team to ensure consistent workflows and communication
Drive process improvements including documentation, ticket standards, and operational consistency
Monitor service metrics and implement changes to improve efficiency and reduce friction
Maintain strong relationships with client stakeholders and ensure reliable service delivery
Required Experience
5+ years of experience working for a Managed Service Provider
Experience managing technical teams in a service delivery or operations role
Proven ability to remain hands-on technically while leading people
Strong understanding of SLAs, escalations, and ticket-driven environments
Experience supporting multiple client environments simultaneously
Strong communication and leadership skills
Preferred Experience
Experience managing field technicians and distributed teams
Experience working with offshore or remote support teams
Experience improving service desk processes or scaling operations
ITIL or similar service management framework experience
Benefits
Base Salary: $100,000 – $110,000
Quarterly Bonus (up to 10%)
Predominantly Remote Schedule
Medical, Dental, and Vision Insurance
Travel Reimbursement
Holidays and Sick Time Off