Service Delivery Manager

🕒 June 24

🏢🏡 New York City – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 26%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Inspiroz

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🔒 Cybersecurity

Education • Cybersecurity

Inspiroz is a company that provides managed IT and security services specifically designed for charter and independent schools. They work with approximately 200 schools across the country to address the technology challenges faced by educational institutions. Inspiroz offers a range of services including managed IT, cybersecurity, IT projects, virtual CIO services, data analytics, and Chromebook repair. The company partners with school leaders and educators to improve technology use, aiming to drive transformational student outcomes and achieve operational goals. Part of ACS International Resources, Inspiroz focuses on educational technology solutions with a commitment to enhancing the success of students and schools.

📋 Description

• ACS International Resources (ACS) / Inspiroz is seeking a dedicated, detail-oriented Service Delivery Manager (SDM) to join our service delivery management team. • As an SDM, you will play a crucial role in leading and ensuring the successful delivery of our IT services to our schools and corporate clients. • Working under the supervision of our Director of Service Delivery, you will interact regularly with our remote technical support team, on-site technicians, and various key client contacts. • This role requires travel within territory 35% of the time. • If you have a deep understanding of IT services, a passion for education and technology, and proven experience in client relationship management and team leadership, take the next step in your career, and apply today! • Client Relationship Management • Participate in client meetings to review service status, onsite priorities, open tickets, and escalations • Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams. • Serve as an escalation coordination point—understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues). • Build and maintain strong relationships with client stakeholders and manage expectations effectively. • Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations. • Team Management and Development • Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites. • Provide high-quality customer service and support through strong team coaching, accountability, and performance management. • Conduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges. • Conduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency. • Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures. • Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality. • Recognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards. • Participate in hiring decisions for STS/BTS as needed. • Collaboration with Remote MST / Infrastructure / Projects Teams • Act as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams. • Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work. • Use tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes. • Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner. • - Additional duties as required • Coordinate and support project planning, scheduling, and execution with remote and onsite teams. • Identify and implement practical operational improvements to enhance service delivery and team effectiveness.

🎯 Requirements

• Education: The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications. • Experience: The successful candidate should have at least 5 years of experience in a client and team management position. Be able to demonstrate experience leading teams and providing technical oversight to a team. • **Knowledge, Skills, and Abilities: The successful candidate will have: ** • - Knowledge of: • - ITSM Tools (ConnectWise preferred) and ITIL best practices/framework • - Windows, Chrome and MAC O\S knowledge • - Active Directory • - Networking equipment and concepts • - Hardware repairs and installations • - Skills • - Excellent customer service skills • - Excellent leadership skills • - Excellent relationship-building skills • - Excellent verbal and written communication skills • - Extensive knowledge of the IT industry and previous MSP experience • - Abilities • - Ability to consistently communicate with Clients – outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews. • - Ability to communicate technical concepts to technical and non-technical users. • - Ability to adapt and implement new procedures and systems effectively. • - Ability to self-motivate and work independently when required, taking initiative and ownership of tasks. • - Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

🏖️ Benefits

• What you will receive: • - A company dedicated to fostering and maintaining a positive and inclusive company culture. • - An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions. • - A company that is committed to continuous improvement while upholding our core principles and values. • - Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges. • - A competitive compensation package with generous benefits and bonus potential. • - Engaging and diverse technical work performed in a dynamic and fast-paced environment. • - Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and skills. • - Employee Benefits: Inspiroz provides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.