Job Description

Job Description

Job Description

IT Service Delivery Manager (MSP)

 

Location: Hyannis, MA/Remote
Salary: Starting at $55,000
Full-Time | Benefits | 401(k) Match | Ongoing Training | Advancement Opportunities

About Us:

 

Secure Networks is a premier Managed and Cloud Services Provider serving the South Shore and Cape Cod area of Massachusetts. We stay at the forefront of technology, carefully researching and testing every product and service we offer. Our team thrives on efficiency, speed, and reliability —qualities we bring to every task.

 

About the Role:

 

The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

 

Key Responsibilities:

 

• Manage the service desk team’s daily activities.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Manage the dispatch process of service requests to ensure full utilization of resources.
• Improve usage of Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the service desk team in design and development tasks.
• Contribute to the continuity of services by providing the necessary leadership.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
• Design and maintain process documentation for the service desk team.
• Manage the process of implementing change efficiently and effectively.
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.

 

Additional Duties and Responsibilities:

 

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate service desk issues to the COO as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Involvement in the design and building of new services.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Review and approve the service desk team’s time and expense sheets in ConnectWise.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.

 

Knowledge/Skills:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP are nice to have.
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

 

Educational/Vocational/Previous Experience Recommendations:

 

• BA/BS, preferably in computer science, business administration or a related field.
• MBA/MS preferred but not required.
• 3 years of IT or related experience.
• 3 years of management experience.

 

What We Offer

 

• Health, Dental, and Vision Insurance
• 401(k) with 4% company match
• Paid Time Off: 2 weeks vacation + paid holidays + 5 sick days
• Ongoing Training & Career Development
• A team-driven, supportive work environment

 

Our Values

 

At Secure Networks, we believe in:
✅ Customer-Centric Service – No techie talk, clear communication, and a smile in every interaction.
✅ Passionate Problem-Solving – Embrace challenges, strive for perfection, and find solutions beyond “no.”
✅ Professional Excellence – Present yourself well, listen attentively, and take accountability.
✅ Motivation & Growth – Be a self-starter, eager to learn, and driven to excel.
✅ Team Collaboration & Innovation – Think outside the box, be available, and support the team.

 

Our Commitment to Diversity, Equity & Inclusion (DEI)

 

At Secure Networks, we foster an inclusive workplace where everyone feels valued and empowered . We celebrate diversity in all forms and believe it is essential to our success. We are dedicated to creating a culture of respect, equality, and opportunity for all team members.

Company Description

Secure Networks was founded in 2005 to provide enterprise level IT services to independent businesses who value the importance of technology to their success and profitability. We work with business owners to ensure that your technology investments are aligned with your business objectives. As a small business ourselves, we understand that investing in things that are not core to your business may be a difficult choice. But we also know that many businesses under-spend on technology in the short term and overspend in the long term because they didn’t make the right investment the first time. We help you make smart technology investments that last a long time and grow with your business.

The Secure Networks team is dedicated to becoming your trusted partner for all of your IT needs. We accomplish this by setting ourselves apart in some very important ways. Here are just some of the reasons you can depend on Secure Networks to keep you and your business up and running. We guarantee IT!

We provide a personal service
We will give you a guaranteed response time
We will never try to baffle you with jargon
You won't have to worry about extra costs because you pay a fixed price, no matter how often you call
We will use pro-active server monitoring software to spot problems before they disrupt your business
We will take the hassle out of IT, allowing you to concentrate on more important issues
Our true passion is playing a part in our clients’ success. We are only successful when our clients are successful! That is why our entire organization is built around aligning our goals with yours.

Company Description

Secure Networks was founded in 2005 to provide enterprise level IT services to independent businesses who value the importance of technology to their success and profitability. We work with business owners to ensure that your technology investments are aligned with your business objectives. As a small business ourselves, we understand that investing in things that are not core to your business may be a difficult choice. But we also know that many businesses under-spend on technology in the short term and overspend in the long term because they didn’t make the right investment the first time. We help you make smart technology investments that last a long time and grow with your business.\r\n\r\nThe Secure Networks team is dedicated to becoming your trusted partner for all of your IT needs. We accomplish this by setting ourselves apart in some very important ways. Here are just some of the reasons you can depend on Secure Networks to keep you and your business up and running. We guarantee IT!\r\n\r\nWe provide a personal service\r\nWe will give you a guaranteed response time\r\nWe will never try to baffle you with jargon\r\nYou won't have to worry about extra costs because you pay a fixed price, no matter how often you call\r\nWe will use pro-active server monitoring software to spot problems before they disrupt your business\r\nWe will take the hassle out of IT, allowing you to concentrate on more important issues\r\nOur true passion is playing a part in our clients’ success. We are only successful when our clients are successful! That is why our entire organization is built around aligning our goals with yours.

Job Tags

Full time, Temporary work, Remote work,

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