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Job Details

IT Service Delivery Manager October 10, 2025

X462

Located in Asheville, NC

Pay: $85,000-$110,000 DOE

Job Full Description

Service Delivery Manager – Asheville, NC
Pay: $85,000 – $110,000 annually, depending on experience
Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Our client, a long-standing and respected IT solutions provider in Western North Carolina, is seeking an experienced Service Delivery Manager to lead their service desk team. This position offers an exciting opportunity to combine leadership, strategy, and customer service in a fast-paced technology environment.

Benefits

  • 401(k) with employer matching

  • Health, dental, and vision insurance

  • Flexible spending account

  • Life insurance

  • Paid time off

  • Long-term professional growth with a locally established company

About the Role

The Service Delivery Manager oversees the daily operations of the service desk team, ensuring excellent customer support and technical service delivery. This role is ideal for someone who excels in leadership, thrives in problem-solving, and values building strong client relationships.

Key Responsibilities

Team Leadership & Operations

  • Lead and manage the daily activities of service desk and dispatch teams.

  • Conduct performance reviews, mentor team members, and support career development.

  • Facilitate regular team meetings and service board reviews.

Customer Service & Issue Resolution

  • Serve as the primary escalation point for complex client issues.

  • Ensure prompt, professional communication and follow-ups to confirm satisfaction.

  • Build strong client relationships and align services with their business goals.

Process Optimization & Reporting

  • Develop and track KPIs, dashboards, and reports to measure team performance.

  • Identify process improvements to increase efficiency and service quality.

  • Maintain up-to-date technical documentation and enforce system standards.

Technical Collaboration & Risk Management

  • Collaborate with internal technical teams to resolve escalations.

  • Lead problem investigations, implement changes, and mitigate service risks.

Training & Development

  • Create and manage training programs to support team skill growth.

  • Ensure completion of relevant certifications and professional development.

Client Engagement

  • Participate in client meetings and proactively address service needs.

  • Strengthen client satisfaction and long-term partnerships.

Qualifications

Education & Experience

  • Bachelor’s degree in IT, Computer Science, or related field OR 8+ years of relevant experience.

Preferred Certifications

  • Microsoft MCP, MCSA, or MCSE

  • SonicWall CSSA or equivalent firewall certification

  • ConnectWise Manage and RMM platform certifications

Skills & Competencies

  • Strong leadership and organizational skills.

  • Advanced knowledge of operating systems, business applications, networking, and security.

  • Excellent communication, problem-solving, and customer service skills.

  • Ability to manage multiple priorities in a fast-paced environment.

Physical & Other Requirements

  • Extended computer use and occasional lifting up to 50 lbs.

  • Reliable transportation for occasional off-hours support.

  • Ability to work in person in a standard office environment.

Asheville, NC
2448
1979 Hendersonville Road
Suite B
Asheville, NC 28803

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