Service Delivery Manager (Technical Lead)

We are a growing IT company; a great place to start and grow your career!CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline - Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It's why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.OverviewThe Service Delivery Manager (Technical Lead) is responsible for leading the day-to-day execution, quality, and consistency of Managed Services delivery for the Raleigh office. This role is focused on ensuring an exceptional client experience through strong technical leadership, operational discipline, and effective service execution.This individual will serve as the senior technical escalation point for the local Managed Services team and will function as a player-coach leader - capable of mentoring technical staff, supporting complex issue resolution, and driving accountability around ticket quality, incident response, escalation management, and customer communication.The ideal candidate brings a strong background in managed services operations, technical troubleshooting, and service leadership, along with a passion for building a high-performing support environment centered around responsiveness, ownership, and client satisfaction.This role partners closely with leadership and cross-functional teams to support successful service outcomes, but is not responsible for direct sales ownership, pricing strategy, or P&L management.ResponsibilitiesService Delivery & Client ExperienceLead day-to-day Managed Services delivery operations for the Raleigh officeEnsure service delivery meets or exceeds established SLAs, KPIs, and customer experience expectationsServe as the primary point of leadership during client-impacting service issues and escalationsPromote a customer-first culture focused on responsiveness, accountability, and high-quality communicationSupport a smooth and consistent onboarding experience for new and transitioning clientsPartner with internal teams to ensure service delivery aligns with client expectations and operational standardsTechnical Leadership & Escalation ManagementAct as the highest technical escalation point for the local Managed Services teamProvide hands-on guidance and support for complex technical issues, including:Hypervisor Implementation & Support - Horizon VDI / ProxMox / GuacamoleDesktop / End User Support - Access Points, Cameras, Printers, TVsGeneral infrastructure, cloud, and connectivity-related support issuesSupport technical staff with advanced troubleshooting, root cause analysis, and issue resolutionLead or coordinate technical response during incidents, outages, and other high-priority support eventsReinforce effective triage, prioritization, and escalation practices across the teamIncident, Queue, and Operational ManagementOversee ticket triage, queue health, prioritization, and workflow managementEnsure incidents and escalations are handled with urgency, ownership, and clear communicationLead or support incident response, major incident coordination, and escalation managementEstablish and reinforce best practices for:ticket documentationcase ownershipescalation qualityfollow-through and closure standards* Identify recurring issues and partner with leadership to improve processes, consistency, and service outcomesTeam Leadership & Local Office SupportLead daily stand-ups, team coordination, and workflow alignment activitiesProvide direct coaching, mentorship, and day-to-day leadership for technical team membersSupport employee performance management and professional development conversationsFoster a positive, accountable, and service-oriented team cultureAssist with practical local office support needs, including coordination of equipment handling, shipping/receiving, and general office operational support as neededQualifications7+ years of experience in IT support, managed services, or technical operations3+ years of leadership experience in a Managed Services, Service Desk, or Technical Support environmentDemonstrated success serving as a senior technical escalation point within a support organizationStrong experience with:ticket triage and queue managementincident response and incident managementescalation handlingservice delivery operationsHands-on technical experience supporting or troubleshooting:Hypervisor Implementation & Support - Horizon VDI / ProxMox / GuacamoleDesktop / End User Support - Access Points, Cameras, Printers, TVsGeneral infrastructure, cloud, and connectivity-related support issuesBroad familiarity with Microsoft-based environments, including Microsoft 365Excellent customer service instincts with the ability to navigate challenging situations professionally and effectivelyStrong verbal and written communication skillsProven ability to balance technical expertise, team leadership, and customer-facing professionalismPreferred QualificationsExperience working in a Managed Services Provider (MSP) environmentFamiliarity with IT service management frameworks and operational best practicesStrong organizational skills and the ability to manage multiple priorities in a fast-paced environmentExperience helping teams improve structure, consistency, and service maturityCCS Offers:Competitive salariesComprehensive benefits including:Medical and dental plansCompany paid vision and short and long term disability plansFlexible spending programs including Healthcare, Dependent Care, Transit and Parking401K with employer matchTuition reimbursementOnsite fitness center (or gym membership reimbursement for client or satellite based employees)Company paid life InsurancePaid holidays and vacationTechnical certification gift card rewards programCome experience our unique culture and see how our "right people, right results" philosophy has led to our outstanding success! We are great place to start your IT career!EEO Statement:Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact humanresources@customonline.com or 631-864-6699.