Job Description
About Executech: At Executech, we believe in more than just providing IT services; we’re committed to building a team where people thrive. As a leading managed IT service provider, we’re passionate about creating a positive impact through innovative technology and exceptional service. Our culture is built on collaboration, continuous learning, and a deep commitment to doing what’s best for our clients and each other. We’re looking for a
Service Delivery Manager who shares our values and wants to lead a team that puts people first while delivering top-notch IT solutions.
Job Summary: The
Service Delivery Manager at Executech will play a key role in maintaining and enhancing our company culture while leading the service desk team to provide exceptional technical support to our clients. This role is ideal for someone who values team-building, mentorship, and a people-first approach to leadership. You’ll be responsible for ensuring a positive, supportive work environment while driving performance and service delivery excellence. If you’re passionate about building relationships, fostering a strong team culture, and delivering world-class IT support, this is the role for you.
Key Responsibilities: - Lead with Culture in Mind: Foster a positive, collaborative, and high-performing team culture where every team member feels valued and supported.
- Client-Centric Service Delivery: Build strong, long-lasting relationships with clients by ensuring their IT needs are met with professionalism, empathy, and proactive service.
- Team Leadership and Development: Mentor and develop service desk team members, promoting a culture of growth, learning, and open communication.
- Collaborative Problem Solving: Encourage teamwork and collaboration to find innovative solutions to technical challenges and continuously improve service delivery.
- Ensure SLA Compliance: Monitor performance metrics and ensure the team consistently meets or exceeds SLAs while delivering exceptional service.
- Drive Continuous Improvement: Inspire a culture of innovation by encouraging process improvements and creative problem-solving to enhance service efficiency and client satisfaction.
- Customer-Focused Escalations: Manage escalations with a solutions-oriented approach, keeping clients informed while ensuring the team is supported in resolving issues.
- Engage Across Teams: Work cross-functionally with departments like Sales, Client Success, Professional Services, and Security to ensure a seamless, unified client experience.
- Celebrate Successes: Recognize and celebrate individual and team achievements, reinforcing a positive and supportive work environment where people love to come to work.
Qualifications and Skills: - 5+ years of experience in IT service delivery or service desk management, with a focus on leading and developing people.
- A passion for building strong teams and a positive, inclusive work culture.
- Excellent interpersonal and communication skills, with a client-first approach.
- A collaborative leadership style that inspires others and drives collective success.
- Ability to balance technical expertise with emotional intelligence, bringing both knowledge and empathy to the team.
- Experience using service desk software (e.g., ConnectWise, ServiceNow, or similar).
- Strong problem-solving and organizational skills.
Preferred Qualifications: - ITIL certification or equivalent service management qualification.
- Previous experience working in a managed services provider (MSP) environment.
Why Executech? At Executech, culture isn’t just a buzzword—it’s at the heart of everything we do. We believe that a strong, supportive, and collaborative work environment leads to both personal and professional growth. Here’s what we offer:
- People-First Culture: A team that’s more like a family, where you’ll be supported, encouraged, and recognized for your contributions.
- Opportunities for Growth: Professional development is a priority; you’ll have access to training, mentorship, and growth opportunities.
- Work-Life Balance: We understand the importance of balance, and we offer a flexible environment that promotes well-being.
- Comprehensive Benefits: Competitive salary, health insurance, paid time off, and more.
- Community Focus: Be part of a company that’s dedicated to giving back to the community and making a positive impact.
Job Tags
Full time, Flexible hours,