Service Delivery Manager

Responsibilities

• Lead day-to-day Managed Services delivery operations for the Raleigh office
• Ensure service delivery meets or exceeds established SLAs, KPIs, and customer experience expectations
• Serve as the primary point of leadership during client-impacting service issues and escalations
• Act as the highest technical escalation point for the local Managed Services team
• Provide hands-on guidance for Hypervisor Implementation (Horizon VDI, ProxMox, Guacamole) and end-user support
• Oversee ticket triage, queue health, and workflow management
• Provide direct coaching, mentorship, and leadership for technical team members
• Assist with local office support including equipment handling and shipping/receiving

Requirements

• 7+ years of experience in IT support, managed services, or technical operations
• 3+ years of leadership experience in a Managed Services, Service Desk, or Technical Support environment
• Experience with ticket triage, incident response, and escalation handling
• Hands-on experience with Hypervisor support (Horizon VDI, ProxMox, Guacamole)
• Experience supporting desktop/end-user hardware including access points, cameras, and printers
• Broad familiarity with Microsoft 365 and Microsoft-based environments
• Strong verbal and written communication skills

Preferred Qualifications

• Experience working in a Managed Services Provider (MSP) environment
• Familiarity with IT service management frameworks
• Experience improving team structure and service maturity

Benefits

• Medical and dental plans
• Company paid vision and disability plans
• 401K with employer match
• Tuition reimbursement
• Onsite fitness center or gym reimbursement
• Technical certification gift card rewards program
• Paid holidays and vacation

About the Company

CCS is a leading technology consulting firm providing best in class solutions to clients for over 45 years, specializing in network integration, support services, and application services.