IT Service Delivery Manager, MSP REMOTE - Live in WASHINGTON
Washington, USA
Listed on 2026-01-11
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IT/Tech
IT Project Manager, IT Support
IT Service Delivery Manager, MSP (Remote – Must Live in Washington)
Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Washington. This remote role will lead a small team of technicians and oversee IT services for approximately 100 small‑business clients ranging from 1‑50 employees. The position combines hands‑on technical expertise, client engagement, team oversight, project management, and process improvement. It is suited for a candidate with an MSP or corporate IT background who is looking to step into a managerial, customer‑facing role.
Base Pay: $100,000–$110,000 per year, DOE, plus benefits.
Job Type: Full‑time, Monday‑Friday, 8 am–5 pm PST, start ASAP, relocation assistance not available.
Travel: 2–3 times per month for 1–2 days to visit customers and trips to the Kennewick office.
Responsibilities- Oversee and manage service delivery for MSP clients.
- Lead a technical support team handling day‑to‑day Tier 2 and Tier 3 issues.
- Serve as an escalation point for complex technical challenges and as team backup.
- Oversee IT projects and team resources, ensuring timelines, scopes, and budgets are met.
- Manage and support Tier 3 project work for client deliverables.
- Conduct regular client meetings to review performance, discuss needs, and align on priorities.
- Evaluate, test, and deploy new technologies and services.
- Identify additional service opportunities and support client growth.
- Monitor, document, and improve internal service delivery processes.
- Manage quoting, purchasing, and vendor coordination.
- Stay updated on industry trends, recommending new tools and services.
- 5 years of IT support experience (required).
- Experience as an IT Manager (MSP or non‑MSP) or an L2/L3 Technician in an MSP (required).
- Strong technical knowledge of Windows servers/desktops, networking, and virtualization (required).
- Experience with Microsoft 365 and cloud technologies (required).
- Valid driver’s license and reliable transportation (required).
- Must reside in Washington and be able to travel to customers and the Kennewick office (required).
- Medical insurance.
- 401(k) plan.
- Disability insurance.
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