IT Service Delivery Manager (MSP) - REMOTE
Location: Remote from Eastern Washington
Salary: $85,000-$100,000+ DOE + Benefits
Benefits: Medical, Dental, Short/Long-Term Disability, 401K w/ 3% Safe Harbor, PTO, & Paid Holidays
Job Type: Full-Time
Typical Hours: M-F, 8am-5pm PST
Start Date: ASAP
Sponsorship: Not available
Relocation Assistance: Not Available
Travel: 2-3x per month for 1-2 days to visit customers + trips to the Kennewick office
IT Service Delivery Manager (MSP) - REMOTE Description
Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, WA. In this role, you will lead a small team of technicians and oversee IT services for approximately 100 small business clients ranging from 1–50 employees. This leadership position combines hands-on technical expertise, client engagement, team oversight, project management, and process improvement. The ideal candidate may come from an MSP or corporate IT environment and could be an experienced IT Manager or a strong L2/L3 MSP technician ready to step into a managerial, customer-facing role. Success in this position requires strong technical depth, the ability to build trust with clients, and a proactive, service-oriented leadership style. This is an excellent opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.
IT Service Delivery Manager (MSP) - REMOTE Responsibilities
• Oversee and manage service delivery for MSP clients
• Lead a technical support team handling day-to-day Tier 2 and Tier 3 issues
• Serve as an escalation point for complex technical challenges & also team backup
• Oversee IT projects & team resources, ensuring timelines, scopes, and budgets are met
• Manage and support Tier 3 project work for client deliverables
• Conduct regular client meetings to review performance, discuss needs, and align on priorities
• Evaluate, test, and deploy new technologies and services
• Identify additional service opportunities and support client growth
• Monitor, document, and improve internal service delivery processes
• Manage quoting, purchasing, and vendor coordination
• Stay updated on industry trends, recommending new tools and services
IT Service Delivery Manager (MSP) - REMOTE Qualifications
• 5 years of IT support experience is required
• Experience as an IT Manager (MSP or non-MSP) or L2/L3 Technician in an MSP is required
• Strong technical knowledge of Windows servers/desktops, networking, & virtualization required
• Experience with Microsoft 365 and cloud technologies is required
• Valid driver’s license and reliable transportation are required
• Must reside in Eastern Washington and be able to travel to customers and the Kennewick office
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