Service Delivery Manager - MSP - Remote - US Shift

About Crown Computers

Crown Computers is a Managed Services Provider (MSP) headquartered in San Diego, California, with 30 years of expertise in managing networks, servers, security, and Microsoft 365 environments for approximately 60 small to mid-sized businesses across the USA. Our compact 13-person team operates fully virtually, with no in-office presence, supporting a long-standing Indian workforce including an engineer from Chandigarh with 17 years of service.

Role Overview

We are onboarding our inaugural dedicated Service Delivery Manager for our India-based team. This position operates entirely remotely from any location in India, requiring a stable internet connection and a quiet workspace for client calls. The shift timings are from 8:30 PM to 5:30 AM IST, Monday through Friday, aligning with 8:00 AM to 5:00 PM San Diego time.

Key Responsibilities

• Oversee daily operations of the service desk including managing ticket flow, queues, escalations, coordination among engineers, SLA compliance, and ensuring client satisfaction.
• Establish clear performance expectations for the team and provide coaching to engineers to improve service delivery metrics effectively.
• Exercise significant autonomy in shaping and leading the service management function from its inception.

Candidate Profile

• Experience managing a service desk within an MSP environment serving multiple clients rather than a single internal IT department.
• Hands-on ownership of a service board in ConnectWise Manage; familiarity with similar tools like Autotask, HaloPSA, Kaseya, NinjaOne is also acceptable.
• Demonstrated ability to identify, track, and improve key performance metrics related to service delivery.
• Proven leadership experience managing engineers, not merely collaborating with them.
• Excellent verbal and written English skills to liaise directly with American small business clients.
• Preferred but not mandatory: exposure to CMMC or NIST 800-171 cybersecurity standards and prior experience working US hours.

Important Notes

The role is not focused on the volume of tickets closed but rather on effective service management and team leadership.

Application Process

Applicants must provide responses to screening questions including a short voice recording to demonstrate communication capabilities, reflecting the client-facing nature of the role.

Additional Information

• Workdays: Monday to Friday
• Shift: 8:30 PM - 5:30 AM IST
• Location: Fully remote anywhere in India (Chandigarh listed for administrative purposes only)
• Employment Type: Full-time