#twiceasnice Recruiting

IT Service Delivery Manager (MSP) - HYBRID
Location: Kennewick, WA (Hybrid)
Salary: $100,000-$110,000+ DOE + Benefits
Benefits: Medical, Dental, Short/Long-Term Disability, 401K w/ 3% Safe Harbor, PTO, & Paid Holidays
Job Type: Full-Time
Typical Hours: M-F, 8am-5pm PST
Start Date: ASAP
Sponsorship: Not available
Relocation Assistance: Not Available
Travel: Visit customers throughout Washington 2-3x per month for 1-2 days

IT Service Delivery Manager (MSP) - HYBRID Description

Our client in the Managed Services industry is seeking an IT Service Delivery Manager to join their team in Kennewick, WA. In this role, you will lead a small team of technicians and oversee IT services for approximately 100 small business clients ranging from 1–50 employees. This leadership position combines hands-on technical expertise, client engagement, team oversight, project management, and process improvement. The ideal candidate may come from an MSP or corporate IT environment and could be an experienced IT Manager or a strong L2/L3 MSP technician ready to step into a managerial, customer-facing role. Success in this position requires strong technical depth, the ability to build trust with clients, and a proactive, service-oriented leadership style. This is an excellent opportunity to gain exposure to a wide range of technologies while working in a collaborative environment.

IT Service Delivery Manager (MSP) - HYBRID Responsibilities

• Oversee and manage service delivery for MSP clients
• Lead a technical support team handling day-to-day Tier 2 and Tier 3 issues
• Serve as an escalation point for complex technical challenges & also team backup
• Oversee IT projects & team resources, ensuring timelines, scopes, and budgets are met
• Manage and support Tier 3 project work for client deliverables
• Conduct regular client meetings to review performance, discuss needs, and align on priorities
• Evaluate, test, and deploy new technologies and services
• Identify additional service opportunities and support client growth
• Monitor, document, and improve internal service delivery processes
• Maintain accurate documentation and generate performance reports
• Manage quoting, purchasing, and vendor coordination
• Stay updated on industry trends, recommending new tools and services

IT Service Delivery Manager (MSP) - HYBRID Qualifications

• 5 years of IT support experience is required
• Experience as an IT Manager (MSP or non-MSP) or L2/L3 Technician in an MSP is required
• Strong technical knowledge of Windows servers/desktops, networking, & virtualization required
• Experience with Microsoft 365 and cloud technologies is required
• Valid driver’s license and reliable transportation for customer visits are required

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Job Type: Full-time

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• This is a hybrid role. Do you have any concerns about commuting to Kennewick, WA, plus traveling to clients throughout Washington 2-3x per month for 1-2 days? Where are you located?
• The base salary range for this role is $100K-$110K. Is that within an acceptable range for you? If not, please specify.
• Please briefly highlight your experience that applies to this position & why you are the best candidate.
• LinkedIn profile, if available:

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 5 years (Required)
• management : 1 year (Preferred)
• MSP Industry: 1 year (Preferred)
• networking: 1 year (Required)
• Windows server: 1 year (Required)
• virtualization: 1 year (Required)
• cloud solutions: 1 year (Required)

License/Certification:

• driver's license (Required)

Work Location: In person