Job Description

Job Description

Job Description

About the Role

We are looking for a Technical Service Delivery Manager to help lead the delivery of IT services, managed services, and customer projects across our growing client base. This role is ideal for someone who understands technology, communicates clearly with clients, and can organize technical resources to ensure work is completed accurately, professionally, and on time.

This person will serve as a bridge between our customers, our technical team, and company leadership. They will help manage service tickets, coordinate project work, facilitate client status meetings, track follow-ups, and ensure that client issues and service commitments are being handled with ownership and urgency.

The right candidate does not need to be the deepest engineer in the room, but they must be technically credible, organized, confident working with IT teams, and able to communicate technical concepts clearly to customers.

Key Responsibilities

Service Delivery and Client Communication

• Act as a primary point of coordination for customer service delivery, technical requests, and project-related communication.
• Facilitate client status calls, project meetings, service reviews, and follow-up discussions.
• Communicate clearly with customers regarding ticket status, project progress, risks, timelines, next steps, and required decisions.
• Translate technical details into clear, professional customer-facing updates.
• Ensure customers receive timely communication and that open items are followed through to completion.
• Help identify opportunities to improve service quality, client satisfaction, and overall account responsiveness.

Ticket and Resource Management

• Manage and monitor service tickets within ConnectWise Manage .
• Review ticket queues, priorities, statuses, aging tickets, escalations, and technician assignments.
• Coordinate internal technical resources to ensure tickets and project tasks are handled efficiently.
• Follow up with technicians to confirm progress, next steps, documentation, and customer updates.
• Help ensure tickets include accurate notes, time entries, resolution details, and appropriate communication.
• Identify bottlenecks, recurring issues, and areas where workflow improvements are needed.

Technical Project Coordination

• Coordinate customer-facing IT projects from planning through delivery.
• Work with technical staff to define tasks, dependencies, risks, schedules, and customer requirements.
• Track project milestones, deliverables, open issues, and resource assignments.
• Keep clients and internal leadership informed of project status.
• Ensure project documentation, meeting notes, action items, and follow-ups are maintained.
• Help organize technical teams around implementation plans, change windows, customer approvals, and completion criteria.

Managed Services Growth and Process Improvement

• Support the continued growth and maturity of our managed services offerings.
• Help improve how we use ConnectWise for ticketing, workflow, resource planning, customer communication, reporting, and service delivery.
• Assist with building repeatable processes for recurring managed services tasks, client reviews, escalations, and service reporting.
• Work with leadership to identify gaps in current service delivery and recommend practical improvements.
• Help ensure existing customers receive consistent, organized, and professional service as the managed services business grows.

Required Qualifications

• Experience in an IT services, managed services, MSP, technical support, project coordination, or service delivery environment.
• Strong working knowledge of IT infrastructure concepts such as networks, servers, Microsoft 365, firewalls, endpoints, backup, security, cloud services, and general business IT systems.
• Ability to understand technical issues well enough to ask the right questions, assign the right resources, and communicate status clearly.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple tickets, projects, customers, and priorities at the same time.
• Experience leading or facilitating customer meetings, technical status calls, or project update meetings.
• Ability to work directly with technical staff and hold team members accountable for updates, follow-through, and documentation.
• Professional customer-service mindset with the ability to remain calm, clear, and solution-focused.
• Experience using ConnectWise Manage or a similar PSA/ticketing platform.

Preferred Qualifications

• Prior MSP or IT consulting experience.
• Strong familiarity with ConnectWise Manage , including ticket boards, service workflows, time entries, project tickets, agreements, reporting, and resource scheduling.
• Experience coordinating work across network, systems, cloud, security, and help desk teams.
• Familiarity with managed services concepts such as recurring support agreements, SLAs, patching, monitoring, backup, endpoint management, and security services.
• Experience creating customer-facing status reports, meeting agendas, meeting notes, and action item trackers.
• Basic understanding of ITIL, service management, or project management practices.
• Project management experience or certifications are helpful but not required.

Ideal Candidate Profile

The ideal candidate is a highly organized technical communicator who can bring structure to a busy service environment. They are comfortable speaking with customers, following up with technicians, reviewing tickets, asking technical questions, and making sure nothing falls through the cracks.

They should be able to look at a ticket queue or project list and quickly determine:

• What needs attention
• Who owns the next step
• What the customer needs to know
• What risks or delays need to be escalated
• What needs to be documented
• How to keep the work moving forward

This person should enjoy improving processes, creating accountability, and helping a technical team deliver a more consistent and professional customer experience.

Key Skills

• Technical service delivery
• Client communication
• Ticket management
• Project coordination
• ConnectWise Manage
• Resource scheduling
• Managed services operations
• Meeting facilitation
• Technical writing
• Customer relationship management
• Escalation management
• Process improvement
• Service reporting
• Team coordination

Example Day-to-Day Activities

• Review open ConnectWise tickets and identify priority items, overdue updates, or stalled work.
• Meet with technicians to confirm progress on active customer issues and projects.
• Prepare for and facilitate customer status calls.
• Document action items from client meetings and assign follow-ups.
• Update customers on ticket status, project progress, or required decisions.
• Coordinate internal resources for scheduled work, project tasks, or escalations.
• Review service delivery metrics and identify opportunities to improve workflow.
• Help leadership improve how ConnectWise is used for managing tickets, projects, resources, and customer visibility.

Why This Role Matters

As our managed services business continues to grow, we need someone who can help bring structure, communication, and accountability to the way services are delivered. This role will help ensure our customers receive timely updates, our technicians have clear direction, our projects stay organized, and our internal processes continue to mature.

This is a high-impact role for someone who understands both technology and customer service, and who wants to help shape the next phase of our managed services operation.

Stafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge.

Company Description

Stafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge.

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