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Service Delivery Manager / IT Lead

Computer & Networking Services

Knoxville, TN

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JOB DETAILS
SKILLS
Analysis Skills, Attorney, Automation, Best Practices, CCNP - Cisco Certified Network Professional, CISSP - Certified Information Systems Security Professional, Certified Public Accountant (CPA), Change Management, Cloud Computing, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA Security+, Compensation and Benefits, Computer Science, Configuration Management, Conflict Resolution, Continuous Improvement, Customer Relations, Delivery Management, Distributed Computing, Documentation, Documentation Standards, Ecosystems, Establish Priorities, File Systems, Firewall Administration, HSRP (Hot Standby Router Protocol), Help Desk, Identify Issues, Information Technology & Information Systems, International Information Systems Security Certification Consortium (ISC)2, Internet Security, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Access Database, Microsoft Active Directory, Microsoft Certifications, Microsoft Exchange Server, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows NT Group Policy, Network Architecture/Engineering, On Call, Onboarding, Operations Processes, Presentation/Verbal Skills, Problem Solving Skills, Root Cause Analysis, Routing Protocols, Sales Management, Service Delivery, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Team Lead/Manager, Technical Leadership, Technical Operations, Technical Support, VRRP (Virtual Router Redundancy Protocol), Writing Skills
LOCATION
Knoxville, TN
POSTED
Today
Job Description
Job Description

Job Description: Lead IT Engineer & Service Delivery Manager

Position Overview

As an Engineering and Service Delivery Manager at our Managed Service Provider (MSP) organization, you’ll play a crucial role in overseeing service delivery, mentoring a technical team, and ensuring exceptional customer communication. Your primary responsibility is to ensure that our technical services meet or exceed client expectations while maintaining hands-on responsibility for strategic, high-level infrastructure projects. This is a hybrid role requiring a balance between high-level technical execution (Tier 3) and operational leadership.

Key Responsibilities

Service Delivery Management

  • Lead the planning, coordination, and execution of IT service delivery for multiple clients.
  • Monitor and ensure compliance with Service Level Agreements (SLAs) and response times.
  • Implement best practices and continuous improvement initiatives for technical operations.
  • Oversee incident, problem, and change management processes.
  • Translate complex technical issues and solutions into clear, customer-friendly language.
  • Serve as the ultimate escalation point for critical after-hours emergencies and manage the team's on-call rotation.

Team Leadership & Mentoring

  • Mentor, guide, and support junior engineers and help desk staff.
  • Assist in assigning, prioritizing, and reviewing workloads for the technical team to optimize utilization.
  • Enforce strict adherence to ticketing workflows and documentation standards across the team.
  • Foster a culture of collaboration, accountability, and continuous learning.

Technical Excellence

  • Maintain hands-on responsibility for strategic client projects, network architectures, and onboarding.
  • Architect, manage, and secure Microsoft 365 environments, including Exchange Online, SharePoint, Teams, and advanced security/compliance features.
  • Design and maintain hybrid identity solutions, including traditional on-premises Active Directory, cloud-native Azure AD / Microsoft Entra ID, and directory synchronization (Microsoft Entra Connect).
  • Manage, optimize, and leverage our core MSP toolsets—specifically ConnectWise and Kaseya platforms—to drive automation, efficient ticketing, and proactive monitoring.
  • Demonstrate proficiency in "Tier 3" technical skills, including Virtual Router Redundancy Protocol (VRRP), Hot Standby Routing Protocol (HSRP), Distributed File System (DFS), Zero Trust Network Access (ZTNA), and advanced Firewall configuration/management.
  • Ensure rigorous, real-time documentation of client systems, processes, and standard operating procedures (SOPs).

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
  • 5+ years of experience in IT, with at least 2 years in a senior, lead, or supervisory engineering role within an MSP environment.
  • Proven hands-on experience utilizing ConnectWise (PSA/Ticketing) and Kaseya (RMM/Automation) ecosystems to manage endpoints and service delivery.
  • Advanced experience configuring and troubleshooting Microsoft 365, local Active Directory Domain Services (AD DS), Group Policy (GPOs), and Microsoft Entra ID.
  • Strong understanding of core IT infrastructure, advanced networking, cloud services, and cybersecurity best practices.
  • Excellent written and verbal communication skills; able to interact effectively with both technical teams and non-technical business stakeholders.
  • Must hold or be actively working toward relevant advanced certifications:
    • Security Certifications: CompTIA Security+ / SecurityX, ISC2 CISSP, or equivalent vendor-neutral security credentials.
    • Vendor Certifications: Microsoft 365 Certified: Administrator Expert (MS-102), Microsoft Certified: Azure/Entra Identity and Access Administrator (SC-300), or Cisco CCNP.

Key Competencies

  • Advanced Tier 3 technical and architectural skills across networking and hybrid identity systems.
  • Deep familiarity with MSP operational software (RMM, PSA, and centralized documentation tools).
  • Customer-focused, consultative mindset with strong conflict-resolution skills.
  • Proactive problem-solving and root-cause analysis abilities.
  • Leadership, mentoring, and team-building capabilities.

Reporting Structure

  • Reports To: Chief Executive Officer (CEO)
  • Direct Reports/Supervision: Technical Support Engineers, Specialists, and Tier 1/2 Help Desk staff.
  • Collaborates With: Project Management and Account Management teams.

Compensation & Application

Compensation and benefits are competitive and aligned with experience. Our benefits package includes health insurance, paid time off, professional development opportunities, and more.

To Apply: Interested candidates should submit their résumé and a cover letter highlighting their relevant MSP leadership and toolset experience. Please note: Technical competence testing will be a required part of the application process.


Company Description
We are an IT services company that has been in business for 25 years. We have enjoyed success by providing our customers a comprehensive range of services with a focus on quality. Our customers are professional organizations: Doctors, Lawyer, CPA and Banks. We strive to provide the latest and most up to date tools available to both protect and provide secure access to the corporate data. We value or employees and customers and we are looking for team members that want to be partners with our customers.
Company Description
We are an IT services company that has been in business for 25 years. We have enjoyed success by providing our customers a comprehensive range of services with a focus on quality. Our customers are professional organizations: Doctors, Lawyer, CPA and Banks. We strive to provide the latest and most up to date tools available to both protect and provide secure access to the corporate data. We value or employees and customers and we are looking for team members that want to be partners with our customers.

About the Company

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Computer & Networking Services