Who We Are

We are a privately owned, leading Managed IT Services provider. Since 1996, we've specialized in delivering full-scale IT support, including Network & Security, UNIX/Linux & Windows Engineering, System & Database Administration, Help Desk Support, VoIP Support, and complete IT infrastructure management. Our small to mid-sized enterprises—depend on us for secure, efficient, and scalable technology solutions.

We are currently seeking a hands-on, strategic, and people-centered IT Service Delivery Manager / User Support Team Manager to elevate our support services, manage global delivery teams, and help us maintain our position as a trusted leader in the MSP space.

Job Summary

We are seeking a results-driven and strategic IT Service Delivery Manager to lead global service operations within a fast-paced Managed Service Provider (MSP) environment. This role is responsible for managing onsite user support engineers, overseeing a Help Desk team in Asia, ensuring high-quality service delivery, driving client onboarding and offboarding, supporting pre-sales efforts, and leading Quality Assurance (QA) across all client interactions. The role also involves close collaboration with Project Managers to ensure peer-reviewed client communications and smart resource allocation across support teams. The ideal candidate is technically sound, people-focused, and process-driven with a strong command of ITIL-aligned practices.

Key Responsibilities

• Service Delivery Management
• Own end-to-end service delivery for assigned clients, ensuring SLA compliance, operational performance, and customer satisfaction
• Coordinate across Help Desk, onsite, systems, and network teams to ensure seamless support delivery
• Serve as the escalation point for service-impacting issues, leading timely resolution and transparent communication
• Conduct service reviews with clients and leadership, presenting KPIs, trends, and continuous improvement plans
• Collaborate with Project Managers to ensure peer-reviewed user communication before external release
• Assist clients with gathering evidence and documentation for compliance and audit readiness (SOC 2, HIPAA, HITRUST, FDA, etc.)
• Global Support & Resource Management
• Lead and manage a distributed team: U.S.-based onsite support engineers and an Asia-based Help Desk team providing 24/7 coverage
• Provide resource allocation planning for the Help Desk and user support engineers based on ticket volume, project load, and client urgency
• Monitor ticket queues, shift coverage, and workload distribution, ensuring operational balance and responsiveness
• Conduct performance check-ins, coaching sessions, and training to foster team development and accountability
• Onboarding & Offboarding of Clients
• Own the end-to-end onboarding lifecycle: IT discovery, documentation, user/device provisioning, and communication plans
• Manage secure and smooth offboarding processes including deprovisioning, asset recovery, and knowledge handover
• Partner with engineering and project teams to ensure all onboarding/offboarding activities are documented, timely, and aligned with client expectations
• Compliance & Audit Support
• Assist clients in gathering documentation for audits and internal/external compliance assessments
• Provide operational guidance for regulatory standards such as SOC 2, HIPAA, HITRUST, and FDA
• Coordinate with internal teams and client contacts to deliver required compliance artifacts within the deadline
• Ensure service delivery SOPs and communication practices align with regulatory expectations
• Quality Assurance & Process Improvement
• Conduct QA audits on service tickets (user support, systems, and network), ensuring quality, resolution accuracy, and customer satisfaction
• Review Zoom/phone support interactions for tone, technical clarity, and alignment with service standards
• Enforce the consistent use of ticket templates and knowledge base updates to improve team efficiency and external communication
• Track team performance using KPIs, CSAT, and SLA metrics to inform training, coaching, and resource adjustments
• ITIL & Governance
• Apply ITIL practices across incidents, request, change, and problem management processes
• Use ITSM platforms (e.g., ConnectWise, ) to enforce ticketing standards, document trends, and process governance
  
  
  

Requirements

Additional Requirements

• Minimum 5 years of Tier II end-user support experience, with 3+ years in a managerial role
• Bachelor's degree in computer science, IT, or a related field
• Proven ability to build and lead cohesive support teams in a fast-paced MSP environment
• Hands-on expertise supporting Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail)
• Experience enrolling and managing Windows devices using Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for macOS
• Experience with MDM and endpoint security tools (Workspace ONE, Maas360, Symantec, ESET)
• Familiarity with SSO/MFA platforms (Okta, OneLogin), VoIP (RingCentral, Vonage), GPOs, and Backup Exec
• Strong documentation skills, and the ability to produce clear SOPs, user guides, and internal KBs
• Excellent verbal and written communication skills, with the ability to interface effectively with technical and non-technical stakeholders
  
  
  

Benefits

• 401(k) with company match
• Paid Time Off (Vacation, Sick, and Holidays)
• Company-paid holidays
• Health Care Plan (Medical, Dental, Vision)
• Family Leave (Maternity, Paternity)
• Retirement Plan Options (401k, IRA)
• Work-from-home flexibility
• Training & development opportunities
• Free snacks, wellness support, and team lunches
  
  

ICE is proud to be an equal opportunity employer committed to building a high-performing, diverse workforce. All new hires are required to complete a background check and drug screening as part of our onboarding process.