MSP SERVICE DELIVERY SUPERVISOR

Compensation: $52,000-$56,000/YR| W-2 | Exempt

Schedule: Full-Time | Monday – Friday | 8AM – 5PM MST | 10% Client Visits

Location: On-Site in Albuquerque, NM (Jefferson & I-25)

Reports To: President / Owner

Hey, You! Yes, You!

You know how to lead a service team without becoming the bottleneck. You coach effectively, hold people accountable, and keep operations moving, while making clients feel heard and supported. You're organized, metric-driven, and calm under pressure. You can zoom out to improve systems and zoom in when a service issue, client concern, or team member needs attention.

What you'll do:

• Lead and support the service team to meet performance and quality goals
• Drive accountability through metrics, coaching, and process improvement
• Oversee ticket flow, time management, and service delivery standards
• Address escalations and ensure a strong client experience
• Identify and improve systems, workflows, and operational gaps

You won't just manage people, you'll shape the client experience, the health of the department, and the systems that keep service delivery moving forward.

Our Core Values & Culture

• Tech-loving troubleshooters who prioritize Customer Service First, then Technical Expertise
• A belief that a friendly, helpful attitude matters just as much as technical skill
• Value a teacher's heart, strong responsiveness, and ownership in every interaction
• Celebrate wins-big and small
• Encourage continuous learning, helping others, and improving your craft
• Learn more: https://www.abqtechjobs.com/

What You'll Be Doing

Superior Customer Service & Communication

Provide clear, confident communication to client stakeholders, resolve service concerns with professionalism and empathy, and reinforce a responsive, solutions focused service culture.

Team Leadership, Coaching & Accountability

Lead day-to-day service team performance through coaching, development, and accountability, manage staffing decisions, and coordinate short-duration projects to ensure momentum and clear communication.

Service Operations, QA/QC & Process Improvement

Own service KPIs, utilization, and profitability while administering the PSA, overseeing QA/QC across service activities, and driving continuous improvement through process optimization and automation.

Success Metrics:

• Service and Agreement Gross Profit
• Average Time spent per Endpoint
• Utilization of Team Members
• Team timesheet submission and accuracy
• CSAT percentage
• All KPIs measure improvement from a baseline

What We're Looking For

• 3+ years of appropriate related experience, with extra credit for MSP experience.
• Strong PSA experience.
• Excellent communication and organizational skills
• Ability to effectively manage multiple priorities.
• Strong documentation habits and a high standard for follow-through.

Why You'll Love Working with Us

• Small team, big impact – Your work matters here.
• Benefits + IRA with 3% company match.
• PTO & holidays – 10 days PTO + 7 paid holidays + PAID BIRTHDAY!
• Purchase tech products at cost.
• Career growth – classes, certifications, and on-the-job training.
• Fun culture – Birthdays, BBQs, potlucks, and a team that has your back.

Compensation Details

Pay depends on demonstrated experience and leadership background.

• $52K – Early leadership experience in a tech or service-focused environment
• $54K – Tier 2 technical experience with leadership responsibility
• $56K – Proven Service Desk Team Lead

Additional Bonus Opportunity!

Applicants with 2–3 years of established MSP Team Lead experience may qualify for a $2,000 hiring bonus, paid as: $1,000 after 3 months of employment and $1,000 after 6 months of employment

Ready to Join the Team?

1. Apply online with your resume and references.
2. Complete the ALL IN Assessment (35 min).
3. Virtual Intro Call (10 min.)
4. Virtual "Get to Know Each Other" Interview (30 min).
5. In-Person Interviews.
6. Team Shadow Day – 4 hours ($100 stipend).