{"id":181917,"url":"https://alion.io/job/inspiroz-service-delivery-manager","title":"Service Delivery Manager- NYC","company":{"id":7770,"name":"Inspiroz","domain":"inspiroz.com","url":"https://alion.io/company/inspiroz","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":140000,"max_usd":271000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1090},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-05T00:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-29T18:56:38Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":24},"description":"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.\nIf 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!\nACS, 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.\nInspired 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.\nKey Responsibilities:\nClient Relationship Management \nParticipate in client meetings to review service status, onsite priorities, open tickets, and escalations \nAct as the primary service owner for assigned clients, ensuring issues are driven to resolution with the appropriate teams. \nServe as an escalation coordination point-understand issues, assign next steps, and ensure timely follow-up and communication (not expected to personally resolve technical issues). \nBuild and maintain strong relationships with client stakeholders and manage expectations effectively. \nRegular onsite client visits to engage with stakeholders, support the field and remote team, and ensure service quality and alignment with client expectations \nTeam Management and Development \nLead and manage School Technology Specialists (STS) and Business Technology Specialists (BTS) across assigned client sites. \nProvide high-quality customer service and support through strong team coaching, accountability, and performance management. \nConduct regular 1:1 meetings to review performance, priorities, and development plans; coach through technical, process, and people challenges. \nConduct onsite observations and ride-alongs to assess team execution, professionalism, and technical competency. \nTrain and enforce adherence to daily/weekly checklists, documentation standards, and operational procedures. \nUse ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality. \nRecognize positive behaviors and reinforce Inspiroz culture cornerstones and professional standards. \nParticipate in hiring decisions for STS/BTS as needed. \nCollaboration with Remote MST / Infrastructure / Projects Teams \nAct as the operational bridge between onsite teams and remote MST/Infrastructure/Projects teams. \nEnsure clear handoffs, communication, and follow-through on all tickets, escalations, and project work. \nUse tools such as ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes. \nDrive SLA compliance and ensure tickets are progressing, aging is controlled, and issues are resolved in a timely manner. \nAdditional duties as required \nCoordinate and support project planning, scheduling, and execution with remote and onsite teams. \nIdentify and implement practical operational improvements to enhance service delivery and team effectiveness. \nRequirements\nEducation: The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications.\nExperience: 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.\nKnowledge, Skills, and Abilities: The successful candidate will have:\nKnowledge of: \nITSM Tools (ConnectWise preferred) and ITIL best practices/framework \nWindows, Chrome and MAC OS knowledge \nActive Directory \nNetworking equipment and concepts \nHardware repairs and installations \nSkills \nExcellent customer service skills \nExcellent leadership skills \nExcellent relationship-building skills \nExcellent verbal and written communication skills \nExtensive knowledge of the IT industry and previous MSP experience \nAbilities \nAbility to consistently communicate with Clients - outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews. \nAbility to communicate technical concepts to technical and non-technical users. \nAbility to adapt and implement new procedures and systems effectively. \nAbility to self-motivate and work independently when required, taking initiative and ownership of tasks. \nAbility to assess own limitations, recognize when to ask for help, and effectively collaborate with others.\nBenefits\nWhat you will receive:\nA company dedicated to fostering and maintaining a positive and inclusive company culture. \nAn opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions. \nA company that is committed to continuous improvement while upholding our core principles and values. \nClear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges. \nA competitive compensation package with generous benefits and bonus potential. \nEngaging and diverse technical work performed in a dynamic and fast-paced environment. \nOngoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and 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