Service Delivery Manager - MSP

Job Description

Job Description

Salary : $90,000 - $110,000

Ready to Lead, Inspire, and Make an Impact? Join Us at My IT Crew.

At My IT Crew, leadership isnt about titles, its about impact. Since 2016, weve been redefining what it means to deliver IT services, with a focus on empowering people, solving problems, and creating a culture where both our clients and team members thrive.

Our customer satisfaction rating? A steady 97%.

Our growth? Relentless, fueled by innovation and teamwork.

Our culture? Transparent, collaborative, and committed to high performance.

Now, were looking for a Service Manager who can raise the bar even higher, someone who can inspire a team, guide our clients, and make sure every hour spent delivers real value.

Position : Service Manager

Location : Brooklyn, New York

Department : Service Delivery

What Youll Do

As Service Manager, youll be the heartbeat of our operations, keeping the team focused, clients happy, and performance on track. Youll :

• Act as an escalation point for critical client issues, owning communication and resolution.
• Manage scheduling, workload, and utilization to make sure every hour counts.
• Review and manage service backlogs, keeping priorities clear and moving.
• Track key metrics, spot trends, and proactively improve performance.
• Mentor and motivate your team through one-on-ones, coaching, and clear feedback.
• Handle employee reviews, hiring, and staff development.
• Take ownership of major incidents, leading coordination and stakeholder communication.
• Collaborate across departments to maximize client satisfaction and operational efficiency.
• Lead by example, upholding accountability, morale, and excellent customer service.

What You Bring

Were looking for someone whos not just a manager, but a leader with vision, grit, and a people-first approach. Youll bring :

Why Youll Love It Here

together.

If youre ready to step into a role where your leadership directly shapes client outcomes and team growth, then this might be your next big move.

Lets talk. My IT Crew isnt just a place to work, its a place to grow, lead, and thrive.