Service Delivery Supervisor

The Service Delivery Supervisor at The 20 oversees the delivery of IT services, supervising a team of technical professionals, and maintains strong client relationships in a fast-paced MSP environment. This role requires a balance of leadership, technical insight, and a commitment to quality service. The ideal candidate is proactive, detail-oriented, and focused on creating exceptional service outcomes.ResponsibilitiesOversee the end-to-end delivery of IT services, ensuring timely resolution of service tickets and adherence to SLAs.Monitor ticket queues, prioritize work, and maintain accountability for resolution quality and documentation.Build and maintain strong client relationships, acting as the primary point of contact for escalations and service reviews.Identify opportunities for process improvements and implement enhancements to increase efficiency and client satisfaction.Lead, mentor, and support a team of service desk professionals, setting clear goals and fostering professional development.Track and report on key performance metrics, analyzing trends and identifying areas for operational improvement.Collaborate cross-functionally with internal teams including technical, sales, and operations to ensure smooth service delivery.Required Skills & ExperienceExcellent leadership, communication, and client-facing skills.Proven experience managing escalations and driving results within structured, process-driven environments.Experience with service metrics and reporting tools; ITIL certification is a plus.Active Directory, Intune, Azure AD and Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive)Kaseya BMS/VSA or similar RMM toolsIT documentation platforms (e.g., IT Glue)Modern OS environments, scripting, or automation toolsQualificationsBachelor's degree in IT, Business Administration, or a related field (or equivalent experience)3–5 years of experience in a service delivery or technical management role (MSP experience preferred)Relevant certifications in Microsoft, networking, or service management are a plusPhysical DemandsConsistent hand and finger dexterity necessary to operate computer equipmentConsistently required to sit, stand, walk, talk, hear, and seeRoutine use of hands to typeOccasional need to stoop, kneel, crouch, twist, crawl, reach, and stretchOccasional need to walk around the officeConsistent vision abilities required; close vision, depth perception, and ability to focusMay require travel dependent on company needs.Occasional need to lift and/or move up to 30 poundsThe statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.J-18808-Ljbffr