Service Delivery Manager

ACS InternationalResources (ACS)/Inspirozisseekingadedicated,detail-orientedService Delivery Manager(SDM)to joinourservicedelivery managementteam.AsanSDM, you will play a crucial role inleadingandensuring the successful delivery of our IT servicesto our schools and corporate clients.Working under the supervision ofourDirectorof Service Delivery, you will interact regularly with ourremote technical support team, on-site technicians,and variouskeyclient contacts.This role requires travel within territory 35% of the time.

If you have a deep understanding of ITservices, a passion for education and technology, and proven experience in client relationship management and team leadership,

ACS, parent to Inspiroz, has been providing IT services and consulting for 30 years with great success.Principal offerings today includeprovidingstrategic advice, IT infrastructure services, and affordable,fully-staffed24/7/365 IT support and remote monitoring services.ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we createdInspirozto fully focus our work on K-12 education.Inspirozis unique in that we focus our work on charter schools, and we understand what is needed to create andmaintainan IT environment that allows teachers and leaders to drive student outcomes and operational excellence.

Inspired by our core values of:Be Courageous,The Extra Mile, Today, Not Tomorrow,andCommunicate, Communicate,Communicatewe excel in serving our partners and adapting to their ever-changingtechnologyneeds.

KeyResponsibilities:

• 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 theappropriate teams.
• Serve as an escalation coordination point—understand issues, assign next steps, and ensuretimelyfollow-up and communication (not expected to personally resolve technical issues).
• Build andmaintainstrong 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 throughstrong teamcoaching, accountability, and performance management.
• Conduct regular 1:1meetingsto review performance, priorities, and development plans; coach through technical, process, andpeoplechallenges.
• Conduct onsite observations and ride-alongsto 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 tomonitorticket flow, SLA adherence, workload, and service quality.
• Recognize positive behaviors and reinforceInspirozculturecornerstones and professional standards.
• Participate in hiring decisions for STS/BTS as needed.
• Collaboration with Remote MST / Infrastructure / Projects Teams
• Actas 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, andBrightGaugeto track progress, performance, and outcomes.
• Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolvedin a timely manner.
• Additionalduties asrequired
• Coordinate and support project planning, scheduling, and execution with remote and onsite teams.
• Identifyand implement practical operational improvements to enhance service delivery and team effectiveness.

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 least5yearsofexperienceina client and team management position.Be able todemonstrateexperience leading teamsandprovidingtechnical oversight to a team.

Knowledge, Skills, and Abilities:The successful candidate will have:

• Knowledgeof:
• ITSM Tools (ConnectWise preferred)andITIL best practices/framework
• Windows,ChromeandMACO\S knowledge
• Active Directory
• Networking equipmentand concepts
• Hardware repairsand installations
• Skills
• Excellentcustomer service skills
• Excellentleadership skills
• Excellent relationship-building skills
• Excellent verbal and written communication skills
• Extensive knowledge of the IT industry andpreviousMSP experience
• Abilities
• Ability toconsistently communicatewith Clients – outward and inward (listening,identifyingareas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
• Ability to communicate technical concepts to technical and non-technicalusers.
• Ability to adaptand implement new procedures and systems effectively.
• Ability to self-motivate and work independently whenrequired, taking initiative and ownership of tasks.
• Ability to assess own limitations, recognize when to ask for help, and effectively collaborate withothers.

Whatyou willreceive:

• A company dedicated to fostering andmaintaininga 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 workperformedin a dynamic and fast-paced environment.
• Ongoing support for your continuous improvement and professional growth, with a focus on developing your technicalexpertiseand skills.
• Employee Benefits: Inspirozprovides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.