Verified Job
IT / Software / Data Analyst
IT Service Delivery Manager
IT / Software / Data Analyst
#43680
Remote / WFH
Teck Sheild LLC
Job Description
Teck Shield is a growing managed IT and cybersecurity services provider based in Port St John, Florida, serving small and mid-sized businesses across Brevard County. We specialize in compliance-sensitive verticals including medical, legal, CPA, and construction firms, and we are scaling fast. We need a technical leader to grow with us.
The Role
We are looking for a player-coach: a hands-on Service Delivery Manager who can run our service desk, mentor and develop our technicians, and own the quality of every client interaction. You will still work escalations. You will still touch tickets. But your primary job is to build a service team that runs without the owner in the middle of it.
This is a high-visibility role reporting directly to the President, with a clear growth path to Director of Service Delivery as the company scales.
What You Will Do
Manage day-to-day service desk operations: ticket triage, prioritization, SLA compliance, and escalation handling
Mentor, coach, and develop junior and mid-level technicians, including structured training plans and regular one-on-ones
Serve as the senior technical escalation point for complex issues across client environments
Enforce documentation standards, ticketing hygiene, and process consistency in ConnectWise
Own client satisfaction for service delivery, including handling difficult client conversations and service recovery
Develop and report on service metrics: response times, resolution times, CSAT, and tech utilization
Standardize onboarding/offboarding runbooks and client environment documentation
Participate in new client onboarding from a technical delivery standpoint
Contribute to stack standardization and tooling decisions alongside ownership
Our Stack
You should know most of this:
PSA/RMM: ConnectWise Manage and ConnectWise RMM
Microsoft: M365, Intune, Entra ID, Windows Server 2022/2025, Azure fundamentals
Networking: Ubiquiti UniFi (switching, wireless, Protect), firewalls, VPN, VLANs
What We Require
5+ years in the MSP industry (non-negotiable)
2+ years leading, supervising, or formally mentoring technicians
Deep ConnectWise (or equivalent PSA) experience
Strong M365 administration and troubleshooting skills
Proven ability to coach junior techs into senior techs
Excellent communication with technical staff and business owners
Valid driver's license; occasional on-site visits in Brevard County
Nice to Have
Compliance-driven clients (HIPAA, CMMC/NIST 800-171, legal/financial)
Microsoft certifications (MS-102, AZ-104, or similar)
Experience scaling a service desk through rapid client growth
vCIO or QBR delivery experience
Compensation & Benefits
Base salary $80,000 – $95,000, commensurate with experience
Quarterly performance bonus tied to service delivery metrics
Paid time off and holidays
Clear advancement path to Director of Service Delivery
Direct influence on tooling, process, and company direction
Teck Shield LLC is an equal opportunity employer.
Pay: $80,000.00 - $95,000.00 per year
Benefits:
Paid time off
Experience:
MSP: 5 years (Required)
Ability to Commute:
Port Saint John, FL 32927 (Required)
Work Location: In person
The Role
We are looking for a player-coach: a hands-on Service Delivery Manager who can run our service desk, mentor and develop our technicians, and own the quality of every client interaction. You will still work escalations. You will still touch tickets. But your primary job is to build a service team that runs without the owner in the middle of it.
This is a high-visibility role reporting directly to the President, with a clear growth path to Director of Service Delivery as the company scales.
What You Will Do
Manage day-to-day service desk operations: ticket triage, prioritization, SLA compliance, and escalation handling
Mentor, coach, and develop junior and mid-level technicians, including structured training plans and regular one-on-ones
Serve as the senior technical escalation point for complex issues across client environments
Enforce documentation standards, ticketing hygiene, and process consistency in ConnectWise
Own client satisfaction for service delivery, including handling difficult client conversations and service recovery
Develop and report on service metrics: response times, resolution times, CSAT, and tech utilization
Standardize onboarding/offboarding runbooks and client environment documentation
Participate in new client onboarding from a technical delivery standpoint
Contribute to stack standardization and tooling decisions alongside ownership
Our Stack
You should know most of this:
PSA/RMM: ConnectWise Manage and ConnectWise RMM
Microsoft: M365, Intune, Entra ID, Windows Server 2022/2025, Azure fundamentals
Networking: Ubiquiti UniFi (switching, wireless, Protect), firewalls, VPN, VLANs
What We Require
5+ years in the MSP industry (non-negotiable)
2+ years leading, supervising, or formally mentoring technicians
Deep ConnectWise (or equivalent PSA) experience
Strong M365 administration and troubleshooting skills
Proven ability to coach junior techs into senior techs
Excellent communication with technical staff and business owners
Valid driver's license; occasional on-site visits in Brevard County
Nice to Have
Compliance-driven clients (HIPAA, CMMC/NIST 800-171, legal/financial)
Microsoft certifications (MS-102, AZ-104, or similar)
Experience scaling a service desk through rapid client growth
vCIO or QBR delivery experience
Compensation & Benefits
Base salary $80,000 – $95,000, commensurate with experience
Quarterly performance bonus tied to service delivery metrics
Paid time off and holidays
Clear advancement path to Director of Service Delivery
Direct influence on tooling, process, and company direction
Teck Shield LLC is an equal opportunity employer.
Pay: $80,000.00 - $95,000.00 per year
Benefits:
Paid time off
Experience:
MSP: 5 years (Required)
Ability to Commute:
Port Saint John, FL 32927 (Required)
Work Location: In person
