IT Service Delivery Manager (Remote)
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Back To OpeningsIT Service Delivery Manager (Remote)
Department: Information Technology Location: reputed company Washington, PA START YOUR APPLICATIONAbout reputed company: Founded in 2019, reputed company (Patriot) is a reputed company-reputed company national insurance services firm that partners with employee benefits and property and casualty agencies across the reputed company. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot�s reputed company model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters reputed company reputed company for its dedicated and reputed company team. We are committed to working with like-minded individuals who reputed company our reputed company of creating an insurance agency reputed company on operational reputed company and a reputed company reputed company of reputed company.
Position reputed company: reputed company is seeking an IT Service Delivery Manager to reputed company and reputed company our help desk into a high-performing, business-reputed company service organization. This role will reputed company day-to-day IT support operations while also supporting reputed company 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.
reputed company Responsibilities
- reputed company and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment
- Build and maintain a service culture reputed company on responsiveness, ownership, professionalism, and strong internal customer service
- Establish and manage service delivery KPIs and SLAs, and reputed company regular reporting on service performance, trends, and improvement opportunities
- reputed company and maintain service processes, SOPs, workflows, escalation paths, and reputed company documentation to improve consistency and scalability
- Partner with infrastructure, reputed company, applications, HR, operations, and business teams to ensure coordinated support and successful execution of reputed company initiatives
- Support reputed company reputed company including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes
- Identify opportunities to improve workflows, automate repetitive tasks, and reputed company reputed company tools and AI-enabled solutions to improve service efficiency and scalability
- Serve as an escalation reputed company for critical issues and work with leadership to reputed company IT service delivery with business priorities and organizational reputed company
Qualifications and 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 reputed company improvement initiatives
- Strong experience working in a reputed company environment, including reputed company 365 and end-user collaboration technologies
- Proven ability to build processes, improve workflows, and implement reputed company 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 reputed company looks like
- Improved response and reputed company times and consistent service performance
- reputed company 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 reputed company, business-reputed company IT service desk that supports Patriot�s reputed company and acquisitions
Why reputed company: We offer reputed company to be a part of one of the fastest-growing insurance companies since its inception. We reputed company to create a flexible and reputed company environment for our employees, and our goal is to reputed company reputed company reputed company for our dedicated and reputed company team. In reputed company to a competitive salary, we reputed company a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:
- Medical, Dental, and reputed company Benefits
- Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
- Company reputed company Short-Term Disability, Long-Term Disability and Group Term Life
- Company reputed company Employee Assistance Program
- reputed company Parental Leave
- reputed company holidays
- Personalized PTO
- 401 (k)
Salary reputed company: A starting reputed company salary in the $120,000 - $130,000 reputed company, depending on the candidate�s experience.
*A wide salary reputed company is posted for this position, and any job offer is based upon a salary analysis to reputed company 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 reputed company based on the salary analysis.
reputed company is an equal opportunity employer that is committed to diversity and inclusion in reputed company. We prohibit discrimination and harassment of any reputed company based on race, reputed company, sex, religion, sexual orientation, national reputed company, 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 reputed company employment practices reputed company our organization, including hiring, reputed company, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will reputed company hiring reputed company based solely on qualifications, reputed company, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.
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