IT Operations / Service Delivery ManagerYou'll be responsible for running end-to-end service delivery at a healthcare-focused MSP, from the moment a ticket comes in to the moment it's fully resolved and the client feels taken care of. You'll lead the service desk, dispatch, and NOC teams while keeping SLAs tight, queues moving, and client confidence high — all in an environment where downtime isn't just inconvenient, it affects patient care.Key ResponsibilitiesOversee daily service desk operations, including ticket intake, prioritization, resolution, and closureMonitor ticket queues, backlog, aging, and stalled work to ensure steady progressEnsure adherence to SLAs, service standards, and client requirementsMaintain visibility across all active service workLead and support service desk, dispatch, and NOC-related staffDefine clear roles, responsibilities, and performance expectationsProvide direct feedback and coaching to improve performanceReview ticket handling for accuracy, completeness, professionalism, and follow-throughAddress poor performance, incomplete work, and recurring issuesSupport hiring, training, and development of a high-performing teamEnsure all requests receive timely, clear, and professional communicationAct as an escalation point for service-related issuesStep in when work is stalled, unclear, or not progressing with the right urgencyDrive issues to resolution and take full ownership of outcomesMake judgment calls when needed to keep work moving and meet client expectationsOversee monitoring systems, alerts, and NOC workflowsEnsure alerts are properly triaged, escalated, and resolvedTrack key service metrics including SLA performance, backlog, aging, and productivityUse reporting to identify issues, improve performance, and support planningEnsure proper usage and data integrity across PSA, RMM, and monitoring toolsIdentify inefficiencies across workflows, ticket handling, escalation, and service processesDevelop and standardize practical SOPs where neededImplement improvements that increase speed, quality, and consistencySupport automation and better use of tools to improve service deliveryBalance structure with flexibility to meet real-world operational needsQualifications5–10+ years of experience in IT support and MSP operations3+ years managing a service desk or support teamStrong understanding of ticketing systems and SLA-driven environmentsExperience with ConnectWiseProven ability to manage high-volume ticket environmentsExperience in healthcare IT environments (preferred)Familiarity with ITIL concepts (preferred)Strong ownership and accountability mindset with the ability to operate independently in a fast-paced environment