IT (MSP) Junior Service Delivery Manager

Job Description

About Us

CMIT Solutions of North Lake County/ Chicagoland North is a growing Managed Service Provider (MSP) dedicated to delivering exceptional IT services and solutions to our clients. Our team thrives on collaboration, innovation, and a customer-first mindset. We are looking for a Junior Service Delivery Manager (SDM) to help oversee client relationships, ensure service excellence, and support the operational success of our IT service delivery.

Role Overview

As a Junior Service Delivery Manager, you will play a critical role in supporting the delivery of managed IT services to our clients. You’ll work closely with the Service Delivery Manager, technical teams, and clients to ensure services are delivered on time, within scope, and to the highest quality. This role is ideal for someone with prior IT or MSP experience who wants to grow into a senior Service Delivery Manager position.

Key Responsibilities

Act as a point of contact for client service delivery questions, escalations, and updates.

Assist in managing day-to-day operations of client accounts, ensuring SLAs (Service Level Agreements) and KPIs are met.

Collaborate with technical teams to coordinate incident, problem, and change management processes.

Monitor service performance, produce reports, and present insights to management and clients.

Support onboarding of new clients and services, ensuring smooth transition into managed service operations.

Participate in regular service reviews with clients, highlighting successes and identifying areas for improvement.

Ensure documentation, service processes, and client records are accurate and up-to-date.

Assist in identifying opportunities for service improvement and upsell of additional MSP offerings.

Coordinate internal resources during client escalations and ensure timely resolution.

Maintain awareness of IT best practices, emerging technologies, and industry trends.

Requirements

Education & Experience

Bachelor’s degree in Information Technology, Business, or related field (or equivalent work experience).

Experience managing and overseeing a team of employees is preferred.

1–3 years of experience in an IT support, technical coordinator, or client-facing role (MSP experience strongly preferred).

Technical Skills

Familiarity with ITIL principles (certification a plus).

Understanding of common MSP tools (RMM, PSA systems such as ConnectWise, Autotask, or similar).

Working knowledge of Microsoft 365, Active Directory, networking fundamentals, and cloud solutions.

Strong reporting and data analysis skills (Excel, Power BI, or similar).

Soft Skills

Fill in where needed on the service desk, including but not limited to technical escalation, service coordinator role, and project follow-through.

Excellent communication and interpersonal skills for both technical and non-technical audiences.

Strong organizational skills with the ability to prioritize multiple tasks.

Problem-solving mindset with attention to detail.

Ability to work collaboratively with cross-functional teams.

Customer-focused with a proactive approach to service excellence.

Full-time