Service Delivery Manager (MSP) (Lakewood) Job at Bowman Williams, Lakewood, NJ

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  • Bowman Williams
  • Lakewood, NJ

Job Description

We are a fast growing Managed Service Provider delivering high quality IT and cloud services to a growing client base. We are hiring a Service Manager to lead the Helpdesk function and ensure consistent, responsive, and well managed service delivery across all clients.

This role is ideal for someone with MSP experience who enjoys leading teams, managing escalations, and balancing day to day operations with longer term service improvements. You will work closely with leadership, technical teams, and clients while helping scale processes in a fast paced environment.

What You Will Do

Oversee daily Helpdesk operations to ensure timely, high quality support

Track and improve key service metrics including response time, resolution time, and CSAT

Act as the escalation point for high priority client issues

Lead and support Pod Managers, fostering accountability and a growth focused culture

Provide regular feedback, coaching, and career development support

Plan staffing and resource allocation to meet client demand

Communicate technical issues clearly to executives and VIP clients

Partner with internal teams to resolve escalations and align service delivery

Improve workflows, address recurring issues, and support strategic initiatives

Participate in EOS planning and align service goals with company objectives

Manage on call coverage and make sound after hours decisions when needed

What You Bring

5 to 7 years of experience in MSP leadership

Strong people leadership skills with experience managing technical teams

Proven ability to track metrics and drive continuous improvement

Experience handling client escalations in fast paced environments

Strong communication skills with the ability to speak confidently with executives

Organized, analytical, and comfortable balancing urgent issues with long term priorities

Pay and Benefits

$120k to $130k DOE

Medical insurance

Dental insurance

Life insurance provided

Long term disability insurance provided

Paid time off

Professional development assistance

FSA and HSA options

Hybrid schedule, 3 days in office and 2 days work from home

Job Tags

Part time, Work at office, Work from home,

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