Role Description Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership. Work Location: This is a full-time, fully remote position. Professional Responsibilities - Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment. - Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service. - Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities. - Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability. - Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives. - Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes. - Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability. - Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth. Qualifications - 5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred. - Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives. - Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies. - Proven ability to build processes, improve workflows, and implement scalable service delivery practices. - Experience supporting technology rollouts, operational transitions, or organizational change initiatives. - Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership. - Experience managing vendors or external service providers preferred. - Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred. What Success Looks Like - Improved response and resolution times and consistent service performance. - Clear and visible KPI and SLA reporting and service transparency. - Improved employee experience and confidence in IT support. - Strong documentation, processes, and operational discipline across the service desk. - Successful support of major technology rollouts and business initiatives. - Increased automation and measurable efficiency improvements across support operations. - A scalable, business-aligned IT service desk that supports Patriot’s growth and acquisitions. Benefits - Medical, Dental, and Vision Benefits. - Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs. - Company Paid Short-Term Disability, Long-Term Disability and Group Term Life. - Company Paid Employee Assistance Program. - Paid Parental Leave. - Paid holidays. - Personalized PTO. - 401 (k). Salary Range A starting base salary in the $120,000 - $130,000 range, depending on the candidate’s experience. *A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis. Company Description Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will make hiring decisions based solely on qualifications, merit, and business needs at the time.

Please submit your CV in English and indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. Participation is project-based, not permanent employment. About the Role This project is suited for a Senior Python developer with deep functional testing experience, strong Linux and Docker skills, the ability to read code across multiple languages with the support of LLMs (e.g., C, Rust, Go) and translate requirements for migration tasks, and confidence using tools like Roo Code or Claude Code to accelerate iterative development. Key Responsibilities - Create functional black box tests for large codebases in various source languages - Create and manage Docker environments to ensure 100% reproducible builds and test execution across different platforms - Monitor code coverage and configure automated scoring criteria to meet industry benchmark-level standards - Leverage LLMs (Roo Code, Claude) to accelerate development cycles, automate repetitive tasks, and improve overall code quality

Please submit your CV in English and indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. Participation is project-based, not permanent employment. About the Role This project is suited for a Senior Python developer with deep functional testing experience, strong Linux and Docker skills, the ability to read code across multiple languages with the support of LLMs (e.g., C, Rust, Go) and translate requirements for migration tasks, and confidence using tools like Roo Code or Claude Code to accelerate iterative development. Key Responsibilities - Create functional black box tests for large codebases in various source languages - Create and manage Docker environments to ensure 100% reproducible builds and test execution across different platforms - Monitor code coverage and configure automated scoring criteria to meet industry benchmark-level standards - Leverage LLMs (Roo Code, Claude) to accelerate development cycles, automate repetitive tasks, and improve overall code quality

Please submit your CV in English and indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. Participation is project-based, not permanent employment. About the Role This project is suited for a Senior Python developer with deep functional testing experience, strong Linux and Docker skills, the ability to read code across multiple languages with the support of LLMs (e.g., C, Rust, Go) and translate requirements for migration tasks, and confidence using tools like Roo Code or Claude Code to accelerate iterative development. Key Responsibilities - Create functional black box tests for large codebases in various source languages - Create and manage Docker environments to ensure 100% reproducible builds and test execution across different platforms - Monitor code coverage and configure automated scoring criteria to meet industry benchmark-level standards - Leverage LLMs (Roo Code, Claude) to accelerate development cycles, automate repetitive tasks, and improve overall code quality