Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.
Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.
If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!
How you’ll make an impact
As a Manager, Service Delivery, you own service delivery outcomes for a defined set of clients within your assigned market. You lead a pod of Remote Operations and Field Operations professionals, ensuring exceptional service, strong client satisfaction, and continuous improvement.
This role embodies Ntiva’s core values of Care, Ownership, Responsiveness, and Excellence. You are accountable for your clients’ experience, proactive in preventing issues, and committed to developing your people to the next level. You don’t just manage work. You own results.
Location and Work Expectations
- This is a hybrid-remote role with approximately 20% on-site work at our Indianapolis and Valparaiso offices. The specific allocation of remote versus onsite requirements may fluctuate based on business needs.
- Monday-Friday, 8am-5pm EST
What you will be doing
Client & Service Ownership
- Own service delivery for an assigned set of clients within the market.
- Maintain direct, ongoing client relationships and engage proactively before issues arise.
- Serve as a regular escalation point for service delivery, especially for at‑risk and strategic clients.
- Partner with Account Managers.
- Direct and oversee corrective actions when service is not meeting expectations.
Incident & Escalation Management
- Own major client‑impacting incidents, including repeated failures and security incidents.
- Act as the client‑facing owner for service delivery incidents.
- Participate as a key contributor in security incident war rooms, ensuring coordination and follow‑through.
- Lead or support client communication as appropriate.
- Ensure incidents result in root cause analysis and lasting corrective actions.
Team Leadership & Development
- Lead a pod of approximately 8-10 team members, typically remote Service Desk Technicians and Field Operations personnel.
- Coach and develop technicians using Ntiva’s growth plan framework.
- Create and maintain individual growth plans for every team member.
- Identify advancement readiness and actively support technician promotions.
- Set clear expectations, motivate the team, and hold people accountable.
- Address performance issues through coaching first, using corrective actions or PIPs when necessary.
Operational & Dispatch Ownership
- Own work direction, prioritization, and workload balance for the pod.
- Delegate dispatch execution when a Dispatch Coordinator is available, while retaining accountability.
- Personally ensure tickets are assigned and flowing when dispatch coverage is unavailable.
- Ensure continuity of service regardless of staffing or coverage gaps.
Metrics, Quality & Improvement
- Be directly accountable for: CSAT, SLA attainment, backlog size and aging, phone metrics (MTTA, Abandon Rate, Interflow Rate).
- Monitor all tickets for assigned clients, regardless of queue or team.
- Identify trends and recurring issues and drive permanent fixes.
- Improve documentation quality and service consistency across clients.
- Reinforce shared phone responsibility across all technician levels.
Culture & Innovation
- Reinforce Ntiva’s values through daily actions and expectations.
- Foster a culture of ownership, responsiveness, and continuous improvement.
- Contribute ideas for innovation and best practices across pod leadership.
- Invest in your own growth and participate in company‑wide initiatives.
You’ll be successful in this role have experience in/with
- 1-2 years of prior experience in a Managed Services Provider (MSP) environment strongly preferred.
- Previous people management experience highly preferred, especially for external candidates.
- Demonstrated experience owning outcomes and service results.
- Comfortable leading both remote and field‑based technical teams.
- 1-2 years of technical capability equivalent to a strong Tier 2 technician is helpful; leadership and people skills are more important than deep technical expertise.
- Comfortable delivering candid feedback and holding difficult conversations.
What Success Looks Like
- Stable, above‑average team performance and morale.
- All technicians actively working their growth plans.
- Weekly ticket kill rate consistently between 95–105%.
- CSAT consistently above 95%, with most weeks at 98%+.
- Low phone abandon and interflow rates, with shared ownership across the team.
- Reduced repeat incidents and steadily improving client documentation.
- Proactive client engagement that prevents dissatisfaction.
- Ongoing contributions to innovation and best practices.
- A leader who is proactive, accountable, and continuously growing.
Required language skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Benefits and Perks
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
- Health Savings Account (HSA) Options / PPO Options
- Employee Assistance Program
- Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
- Education Reimbursement Program
- Generous Employee Referral Program - cash bonus for successful referrals!
- Dynamic Recognition and Rewards
- Clear Promotion and Advancement Tracks
- Work with Industry-Leading Talent
The base pay range for this position is expected to be between $60,000.00 and $85,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
FLSA Status: Salaried, Exempt
Work Authorization Criteria
We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.
Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.
Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 3/10/26.
