Service Delivery Manager

New Era Technology

Service Delivery Manager leading a team of support engineers at New Era Technology. Overseeing IT support services and managing client escalations, ensuring high-quality support delivery.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee key functions that enable the delivery of world-class support services to New Era clients.
Manage a team of support engineers, ensuring service level targets (SLTs) are met.
Collaborate with other support leadership to improve support processes.
Act as a primary point of contact for client escalations, building strong relationships and ensuring their needs are met.
Monitor and manage the support ticketing system, ensuring issues are resolved efficiently and to the client’s satisfaction.
Implement and track key performance indicators (KPIs) to measure and improve service performance.

Requirements

What you’ll need

Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum 3-5 years of experience in IT support services, with at least 2 years in a leadership role.
Strong technical background with knowledge of a wide range of IT systems and technologies.
Excellent leadership and team management skills.
Exceptional customer service and client management abilities.
Strong analytical and problem-solving skills.
Excellent communication and people skills.
Strong experience using ticketing systems (ConnectWise preferable)
Experience with Managed Service Providers (MSP) a big plus.

Benefits

Comp & perks

Full Benefits
Medical
Dental
Vision
401K match
28 PTO Days including company holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT support servicesticketing systemskey performance indicatorsservice level targetsanalytical skillsproblem-solving skills

Soft Skills

leadershipteam managementcustomer serviceclient managementcommunication skillspeople skills

Certifications

Bachelor’s degree in information technologyBachelor’s degree in Computer Science