Service Delivery Manager

ACS International?Resources (ACS)?/?Inspiroz?is?seeking?a?dedicated,?detail-oriented?Service Delivery Manager?(SDM)?to join?our?service?delivery management?team.??As?an?SDM, you will play a crucial role in?leading?and?ensuring the successful delivery of our IT services?to our schools and corporate clients.??Working under the supervision of?our?Director?of Service Delivery, you will interact regularly with our remote technical support team, on-site technicians,?and various?key?client contacts.?This role requires travel within territory 35% of the time. If you have a deep understanding of IT?services, a passion for education and technology, and proven experience in client relationship management and team leadership,?take the next step in your career, and?apply today! ACS, parent to?Inspiroz, has been providing IT services and consulting for 30 years with great success.??Principal offerings today include?providing?strategic advice, IT infrastructure services, and affordable,?fully-staffed?24/7/365 IT support and remote monitoring services.??ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner.? In 2016, we created?Inspiroz?to fully focus our work on K-12 education.??Inspiroz?is unique in that we focus our work on charter schools, and we understand what is needed to create and?maintain?an IT environment that allows teachers and leaders to drive student outcomes and operational excellence. Inspired by our core values of:?Be Courageous,?The Extra Mile, Today, Not Tomorrow,?and?Communicate, Communicate,?Communicate?we excel in serving our partners and adapting to their ever-changing?technology?needs. Key?Responsibilities:????

• Client Relationship Management?

• Participate in client meetings to review service status, onsite priorities, open tickets, and escalations??

• Act as the primary service owner for assigned clients, ensuring issues are driven to resolution with the?appropriate teams.?

• Serve as an escalation coordination point?understand issues, assign next steps, and ensure?timely?follow-up and communication (not expected to personally resolve technical issues).?

• Build and?maintain?strong relationships with client stakeholders and manage expectations effectively.?

• Regular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations?
• Team Management and Development?

• Lead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites.?

• Provide high-quality customer service and support through?strong team?coaching, accountability, and performance management.?

• Conduct regular 1:1?meetings?to review performance, priorities, and development plans; coach through technical, process, and?people?challenges.?

• Conduct onsite observations and ride-alongs?to assess team execution, professionalism, and technical competency.?

• Train and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures.?

• Use ConnectWise and reporting dashboards to?monitor?ticket flow, SLA adherence, workload, and service quality.?

• Recognize positive behaviors and reinforce?Inspiroz?culture?cornerstones and professional standards.?

• Participate in hiring decisions for STS/BTS as needed.?
• Collaboration with Remote MST / Infrastructure / Projects Teams?

• Act?as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams.?

• Ensure clear handoffs, communication, and follow-through on all tickets, escalations, and project work.?

• Use tools such as ConnectWise, N-able,?ITBoost, and?BrightGauge?to track progress, performance, and outcomes.?

• Drive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved?in a timely manner.?
• Additional?duties as?required?

• Coordinate and support project planning, scheduling, and execution with remote and onsite teams.?

• Identify?and implement practical operational improvements to enhance service delivery and team effectiveness.?

Requirements Education:?The successful candidate should have a bachelor?s degree in a technology related field or equivalent certifications. Experience:?The successful candidate should have at least?5?years?of?experience?in?a client and team management position.?Be able to?demonstrate?experience leading teams?and?providing?technical oversight to a team. Knowledge, Skills, and Abilities:?The successful candidate will have:?

• Knowledge?of:?

• ITSM Tools (ConnectWise preferred)?and?ITIL best practices/framework?

• Windows,?Chrome?and?MAC?O\S knowledge??

• Active Directory?

• Networking equipment?and concepts?

• Hardware repairs?and installations?

• Skills?

• Excellent?customer service skills?

• Excellent?leadership skills?

• Excellent relationship-building skills?

• Excellent verbal and written communication skills?

• Extensive knowledge of the IT industry and?previous?MSP experience?

• Abilities?

• Ability to?consistently communicate?with Clients ? outward and inward (listening,?identifying?areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.?

• Ability to communicate technical concepts to technical and non-technical?users.??

• Ability to adapt?and implement new procedures and systems effectively.?

• Ability to self-motivate and work independently when?required, taking initiative and ownership of tasks.?

• Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with?others.

Benefits What?you will?receive:?

• A company dedicated to fostering and?maintaining?a positive and inclusive company culture.?

• An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions.?

• A company that is committed to continuous improvement while upholding our core principles and values.?

• Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges.?

• A competitive compensation package with generous benefits and bonus potential.?

• Engaging and diverse technical work?performed?in a dynamic and fast-paced environment.?

• Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical?expertise?and skills.?
• Employee Benefits: Inspiroz?provides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.??