Who We Are
We are a privately owned, leading Managed IT Services provider. Since 1996, we’ve specialized in delivering full-scale IT support, including Network & Security, UNIX / Linux & Windows Engineering, System & Database Administration, Help Desk Support, VoIP Support, and complete IT infrastructure management. Our small to mid-sized enterprises—depend on us for secure, efficient, and scalable technology solutions.
We are currently seeking a hands-on, strategic, and people-centered IT Service Delivery Manager / User Support Team Manager to elevate our support services, manage global delivery teams, and help us maintain our position as a trusted leader in the MSP space.
Job Summary
We are seeking a results-driven and strategic IT Service Delivery Manager to lead global service operations within a fast-paced Managed Service Provider (MSP) environment. This role is responsible for managing onsite user support engineers, overseeing a Help Desk team in Asia, ensuring high-quality service delivery, driving client onboarding and offboarding, supporting pre-sales efforts, and leading Quality Assurance (QA) across all client interactions. The role also involves close collaboration with Project Managers to ensure peer-reviewed client communications and smart resource allocation across support teams. The ideal candidate is technically sound, people-focused, and process-driven with a strong command of ITIL-aligned practices.
Key Responsibilities
1. Service Delivery Management
- Own end-to-end service delivery for assigned clients, ensuring SLA compliance, operational performance, and customer satisfaction.
- Coordinate across Help Desk, onsite, systems, and network teams to ensure seamless support delivery.
- Serve as the escalation point for service-impacting issues, leading timely resolution and transparent communication.
- Conduct service reviews with clients and leadership, presenting KPIs, trends, and continuous improvement plans.
- Collaborate with Project Managers to ensure peer-reviewed user communication before external release.
- Assist clients with gathering evidence and documentation for compliance and audit readiness (SOC 2, HIPAA, HITRUST, FDA, etc.).
2. Global Support & Resource Management
Lead and manage a distributed team : U.S.-based onsite support engineers and an Asia-based Help Desk team providing 24 / 7 coverage.Provide resource allocation planning for the Help Desk and user support engineers based on ticket volume, project load, and client urgency.Monitor ticket queues, shift coverage, and workload distribution, ensuring operational balance and responsiveness.Conduct performance check-ins, coaching sessions, and training to foster team development and accountability.3. Onboarding & Offboarding of Clients
Own the end-to-end onboarding lifecycle : IT discovery, documentation, user / device provisioning, and communication plans.Manage secure and smooth offboarding processes including deprovisioning, asset recovery, and knowledge handover.Partner with engineering and project teams to ensure all onboarding / offboarding activities are documented, timely, and aligned with client expectations.4. Compliance & Audit Support
Assist clients in gathering documentation for audits and internal / external compliance assessments.Provide operational guidance for regulatory standards such as SOC 2, HIPAA, HITRUST, and FDA.Coordinate with internal teams and client contacts to deliver required compliance artifacts within the deadline.Ensure service delivery SOPs and communication practices align with regulatory expectations.5. Quality Assurance & Process Improvement
Conduct QA audits on service tickets (user support, systems, and network), ensuring quality, resolution accuracy, and customer satisfaction.Review Zoom / phone support interactions for tone, technical clarity, and alignment with service standards.Enforce the consistent use of ticket templates and knowledge base updates to improve team efficiency and external communication.Track team performance using KPIs, CSAT, and SLA metrics to inform training, coaching, and resource adjustments.6. ITIL & Governance
Apply ITIL practices across incidents, request, change, and problem management processes.Use ITSM platforms (e.g., ConnectWise, ) to enforce ticketing standards, document trends, and process governance.Requirements
Additional Requirements
Minimum 5 years of Tier II end-user support experience, with 3+ years in a managerial roleBachelor’s degree in computer science, IT, or a related fieldProven ability to build and lead cohesive support teams in a fast-paced MSP environmentHands-on expertise supporting Windows (7–11), macOS, mobile devices, and cloud platforms (O365, Gmail)Experience enrolling and managing Windows devices using Microsoft Intune , Google Workspace, VMware Workspace ONE , and JAMF for macOSExperience with MDM and endpoint security tools (Workspace ONE, Maas360, Symantec, ESET)Familiarity with SSO / MFA platforms (Okta, OneLogin), VoIP (RingCentral, Vonage), GPOs, and Backup ExecStrong documentation skills, and the ability to produce clear SOPs, user guides, and internal KBsExcellent verbal and written communication skills, with the ability to interface effectively with technical and non-technical stakeholdersBenefits
401(k) with company matchPaid Time Off (Vacation, Sick, and Holidays)Company-paid holidaysHealth Care Plan (Medical, Dental, Vision)Family Leave (Maternity, Paternity)Retirement Plan Options (401k, IRA)Work-from-home flexibilityTraining & development opportunitiesFree snacks, wellness support, and team lunchesICE is proud to be an equal opportunity employer committed to building a high-performing, diverse workforce. All new hires are required to complete a background check and drug screening as part of our onboarding process.
