Job Description

Job Title: IT Delivery Manager

Location: Boca Raton, FL (Onsite)

Job Type: Full Time, Direct-Hire/Permanent

Salary: $125,000 - 140,000k

A leading provider of Technology Solutions in the Boca Raton, FL area is seeking an IT Delivery Manager to join their growing team! Here are a few reasons why you should apply:

• Lead challenging security projects with top-tier clients.
• Work in a dynamic, hands-on consulting role with cutting-edge technologies.
• Competitive salary, professional growth opportunities, and a collaborative team environment.

The Service Delivery Manager will oversee theService Desk and Support Engineering teams, ensuring optimal staffing and service levels. This role involves staying up to date with emerging technologies, refining staffing strategies, and developing procedures to enhance customer support. The manager will report on Service Desk performance, manage special projects, and provide escalation support for client issues. Additionally, they will lead the Managed Services practice, owning customer relationships, conducting monthly and quarterly business reviews, and ensuring timely delivery of reports.

• Engage proactively with customers to define, plan, and manage technology initiatives.
• Lead and ensure accountability within the support team (internal and outsourced) to deliver an exceptional customer experience.
• Maintain adequate staffing and skill levels by managing shift schedules.
• Oversee team performance to meet SLAs, implementing improvements as needed.
• Act as a player/coach, handling escalations when required.
• Provide leadership with reports and analytics on service performance.
• Identify and implement process, system, and technology improvements for better service delivery.
• Foster a collaborative, inclusive, and growth-oriented team culture.
• Assist in budgeting, planning, and performance tracking.
• Manage engineers and supervisors across NOC operations, including ticket backlog, critical issues, training, and productivity.
• Occasionally respond to customer support requests, including on-call duties outside business hours.

• Prior experience working as a Network Engineer
• Experience leading and mentoring a team of IT Support Engineers
• Strong IT Support and Network troubleshooting skills
• Strong team management skills - motivating others, appreciating others, developing trainings)
• Excellent customer facing interaction skills
• Ability to work an on-call schedule

Benefits:

• Paid Training & Certifications
• Medical/Dental/Vision Insurance
• 401k profit sharing
• Unlimited PTO

#LI-NB1 #ZRCFSTECH #INAPR2025

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