IT Service Delivery Manager

About the position

Enterfusion is hiring an IT Service Delivery Manager to lead our day-to-day support operations with a focus on people, performance, and process. This is a hands-on leadership role overseeing our Help Desk and Implementation Support teams—ensuring that tickets are resolved efficiently, customer satisfaction stays high, and team members are supported, coached, and developed. This role is not a technical support role. While technical experience is helpful, the priority is on strong people management, operations oversight, and service delivery excellence. The right candidate is someone who knows how to lead teams, implement processes, and drive performance based on key metrics.

Responsibilities

• Supervise a team of 5–7 IT support professionals across help desk and implementation functions
• Provide regular coaching, feedback, and performance evaluations
• Set individual goals, track progress, and lead career development conversations
• Maintain team morale and support a positive, accountable work environment
• Manage daily support operations, ensuring tickets are triaged, assigned, and resolved efficiently
• Oversee workload balancing, shift coverage, and escalation procedures
• Monitor SLAs and KPIs, using data to identify areas for improvement and address performance gaps
• Ensure internal documentation and knowledge bases are accurate and consistently used
• Ensure high levels of customer satisfaction through timely, professional, and effective support
• Review client feedback and service trends to guide service improvements
• Serve as an escalation point for customer service issues requiring managerial support
• Work with sales, engineering, and project teams to ensure support is aligned with larger business goals
• Participate in planning for new service rollouts and customer onboarding processes
• Coordinate with leadership on department goals, staffing needs, and organizational priorities
• Standardize and improve operational procedures related to service delivery and team workflows
• Create regular reports on team performance, ticket volume, SLA compliance, and client satisfaction
• Ensure all team members follow consistent documentation practices and protocols

Requirements

• 4+ years of direct management experience, ideally leading IT service teams
• Proven ability to coach, motivate, and retain high-performing staff
• Strong organizational and time management skills
• Confidence in managing competing priorities in a fast-paced environment
• Excellent verbal and written communication skills

Nice-to-haves

• Prior experience in an IT service desk or support environment
• Familiarity with ITIL principles or service delivery frameworks
• Experience with PSA tools like ConnectWise, Autotask, or ServiceNow
• Understanding of general IT concepts (e.g., cloud services, user account management, ticketing systems)

Benefits

• Paid Time Off (PTO) – Accrual begins after 90 days, with increasing PTO over time.
• Health Insurance – Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plan through Florida Blue.
• Dental & Vision Insurance – Enterfusion covers 100% of the employee's premium.
• Life Insurance – Company-paid coverage for employees.
• Short- & Long-Term Disability Insurance – Income protection benefits provided.
• SIMPLE IRA – Enterfusion matches employee contributions up to a set percentage.
• Continued Learning – Reimbursement for required or beneficial certifications, plus training support.