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Growth Capital for America's Best Insurance Agencies
IT Service Delivery Manager
Location
Pennsylvania + 1 moreAll locations: Pennsylvania | Washington
Posted
46 days ago
Salary
$120K - $130K / year
Seniority
Senior
Job Description
IT Service Delivery Manager
Patriot Growth Insurance Services, LLC
• 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
Job Requirements
- 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
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)
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