Manager, Service Delivery

Integris

Service Desk Manager responsible for leading a team providing remote IT support for Integris clients. Fostering collaboration within the service desk team and driving performance excellence.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

VMware

About the role

Key responsibilities & impact

Uphold and promote Integris core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments.
Lead, mentor, and manage service coordinators, technicians, and team leads.
Manage the teams performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery.
Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives.
Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets.
Provide ongoing training, professional development, and career path guidance.
Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently.
Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews.
Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency.
Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service.
Manage time and attendance.
Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.

Requirements

What you’ll need

Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field OR equivalent experience.
Certifications such as Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ are preferred
6+ years of experience in IT operations.
2+ years of experience proving leadership or mentoring of peers or in a supervisory capacity.
MSP industry expertise preferred.
ITIL concept familiarity

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
401K Retirement Plan
Minimum 4 Weeks of Paid Time Off (PTO)
Birthday PTO
Paid Holidays
Paid Time Off for Volunteering
Short-Term and Long-Term Disability Insurance
Life Insurance
Supplemental Insurance
Employee Assistance Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT operationsperformance managementprocess improvementteam schedulingservice deliveryKPI managementcustomer experienceresource allocationtraining and developmentdocumentation accuracy

Soft Skills

leadershipmentoringcollaborationcommunicationgoal settingteam managementproblem-solvingorganizational skillsperformance evaluationcohesive culture

Certifications

Microsoft MCSAMicrosoft MCSEVMware VCPCisco CCNACompTIA A+Network+Security+