IT Service Delivery Manager – Managed Services

Lead the team that keeps our clients running.

If you've led an MSP service team and you know how to turn a busy board into happy clients, a motivated team, and clean metrics, we want to meet you. This is a chance to run helpdesk, field services, and project delivery for a 30-year company that's growing fast and investing in AI-driven tools.

About Century Solutions Group

For 30 years, Century Solutions Group has helped businesses across metro Atlanta stay ahead of what's next in technology. Today we're working at the leading edge of the biggest shifts in IT: helping clients put AI to work, defending them against modern cybersecurity threats, and delivering the managed IT, cloud, and infrastructure services that keep their businesses running.

We pair the stability of three decades in business with the momentum of a company growing at double digits year over year. As a Microsoft Direct CSP partner with offices in Tyrone and near the Battery in Atlanta, we're adding new clients, new solutions, and new opportunities for the people who help drive that growth. If you want to build your career around technology that matters right now, this is the place to do it.

Why This Role Is Different

Real ownership: You'll run all of service delivery: helpdesk, field services, and projects. This isn't a desk supervisor role

Modern tooling: We're building our own AI-assisted ticketing and automation tools, and you'll help shape how they're used across the team

A seat at the table: You'll report directly to our CTO and help set how we scale service as the company grows

Room to build: Double-digit growth means hiring, process design, and new service offerings, not just maintaining the status quo

What You'll Do

Lead a service organization of 25–30 people, including managers, team leads, helpdesk technicians, field engineers, and project staff

Coach and develop your managers and team leads so they can lead their own teams effectively

Own the service board: dispatch, prioritization, escalations, and workload balance

Hit SLA, response, and resolution targets while keeping client satisfaction high

Oversee project delivery, including onboarding, migrations, and infrastructure projects, so they finish on time and on budget

Track and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project margin

Build and refine processes, documentation, and standards so the team works consistently

Own after-hours and on-call support, with ultimate responsibility for coverage and response

Act as the escalation point for clients and meet with them on service quality

Partner with sales and account management on scoping, onboarding, and client health

Hire, train, and conduct performance reviews, and build clear career paths so team members grow with Century

What Success Looks Like

First 90 days: Learn our clients, team, and tools; assess the service board and metrics; deliver an improvement plan

By 6 months: Consistently meet SLA and CSAT targets, with clear dashboards and a steady weekly operating rhythm

Year one: Measurably improve team performance, client communication, and CSAT, and put a career development plan in place for every team member

What You'll Earn

Base salary

Performance bonus tied to service metrics

Health, dental, and vision insurance

401(k) with company match

PTO and paid holidays

Ongoing leadership and technical training, including certifications

What We're Looking For

5+ years managing technical teams at an MSP or IT services provider, with direct responsibility for helpdesk and field technicians

Experience leading a team of 20+ people, including managing other managers or team leads

Experience running a service board, including dispatch, SLAs, escalations, and technician performance

Experience overseeing IT projects such as client onboarding, migrations, or infrastructure deployments

A data-driven approach to managing KPIs and reporting results to leadership

Strong technical grounding in Microsoft 365, Windows, networking, and security, enough to coach your team and earn their respect

Experience with a PSA and RMM platform; ConnectWise experience is a strong plus

Clear, confident communication with clients, technicians, and executives

ITIL or similar service management knowledge is a plus

A bachelor's degree is preferred but not required

Schedule and Location

This is a full-time, on-site leadership role based in our Tyrone, GA office, Monday through Friday, 8:00 a.m. to 5:30 p.m. As the leader of service delivery, you'll oversee after-hours and on-call support and hold ultimate responsibility for coverage.