<p>Service Delivery Manager</p> <p>THE COMPANY:</p> <p>STACK INFRASTRUCTURE (STACK) provides digital infrastructure to scale the world's most innovative companies. We are an award-winning industry leader in building, owning, and operating highly efficient, cost-effective wholesale, colocation, and cloud data centers. Each of our national facilities meets or exceeds the highest industry standards in all operational categories of availability, security, connectivity, and physical resilience.</p> <p>STACK offers the scale and geographic reach that rapidly growing hyperscale and enterprise companies need. The world runs on data. Data runs on STACK.</p> <p>THE POSITION:</p> <p>We are looking for a skilled and people-focused Service Delivery Manager to lead a team of Technical Support Specialists. This role is responsible for managing day-to-day IT support operations, ensuring consistent and high-quality service delivery, and fostering team collaboration across locations. The ideal candidate will combine strong technical insight with leadership experience, providing strategic direction and hands-on support to drive operational excellence in a hybrid IT environment.</p> <p>As a leader and communicator, the Service Delivery Manager will bring a deep understanding of IT service operations and end-user support best practices. They will excel in leading a high-performing team, streamlining service delivery processes, and ensuring a superior user experience across the organization.</p> <p>Team Leadership & People Management</p> <ul> <li>Supervise and develop a team of Technical Support Specialists, with direct onsite oversight of Denver-based staff. </li><li>Conduct regular team check-ins, one-on-ones, and performance reviews to support professional growth and accountability. </li><li>Coordinate workload, schedule coverage, and prioritize team tasks based on business needs and service levels. </li></ul> <p>Service Delivery Oversight</p> <ul> <li>Ensure efficient resolution of service requests and incidents via internal ticketing systems, maintaining adherence to SLAs. </li><li>Track and analyze service desk metrics to improve efficiency, user satisfaction, and operational performance. </li><li>Lead escalation handling and serve as the final point of resolution for complex or sensitive technical issues. </li></ul> <p>Operational Collaboration</p> <ul> <li>Partner with internal IT teams (network, infrastructure, cybersecurity) and external vendors to support end-to-end service delivery. </li><li>Participate in IT initiatives such as hardware lifecycle management, office expansions, and application rollouts. </li><li>Facilitate knowledge sharing and process consistency between the Denver and Northern Virginia teams. </li></ul> <p>Process & Compliance</p> <ul> <li>Maintain and enforce standard operating procedures (SOPs), asset tracking, and service documentation. </li><li>Ensure compliance with internal IT governance, data protection protocols, and security standards. </li></ul> <p>Communication & Reporting</p> <ul> <li>Act as a liaison between IT and business stakeholders to communicate support trends, project updates, and issue resolutions. </li><li>Produce regular reports on ticket volumes, performance metrics, asset inventories, and end-user satisfaction. </li></ul> <p>Hands-On Support (As Needed)</p> <ul> <li>Provide hands-on support for escalations or during periods of high demand, particularly in the Denver office. </li><li>Be available for after-hours support or coordination in the event of critical incidents or maintenance windows. </li></ul> <p>THE DETAILS:</p> <ul> <li>Location: Denver, Colorado </li><li>Travel: 10% </li><li>Compensation: $125,000 - $140,000 </li><li>Must be eligible to work in the United States </li><li>Must pass comprehensive background screening </li></ul> <p>MUST-HAVE QUALIFICATIONS:</p> <ul> <li>7+ years of experience in IT support, with at least 2 years in a leadership or team management role. </li><li>Strong understanding of end-user device support, Microsoft 365, Windows/Mac environments, and ITSM tools (e.g., FreshService, ServiceNow). </li><li>Proven ability to manage and support hybrid teams across multiple locations. </li><li>Excellent communication, team-building, and customer service skills. </li><li>Bachelor's degree in Information Technology, Computer Science, or related field. </li></ul> <p>THIS MIGHT BE RIGHT FOR YOU IF:</p> <ul> <li>You are a strong communicator, you are persuasive and clear, blending analytics with experience in decision-making. </li><li>You do not get flustered easily. You can juggle multiple priorities while balancing urgent requests with shifting timelines and deliverables. </li><li>You are a team builder. You take the time to understand and develop the strengths of your resources while formulating long-term plans for the growth and success of the team. </li><li>You are naturally curious and driven toward continual improvement. While you celebrate your successes, you take time to review and analyze campaigns for future learning. </li><li>You take ownership of issues and see service delivery as a key enabler of organizational success. </li></ul> <p>WHY STACK?</p> <ul> <li>We offer a competitive compensation package with strong benefits, including medical, dental, and vision insurance, a 401K program, flexible spending accounts - even a cell phone subsidy. </li><li>We foster a culture of appreciation, including peer-to-peer recognition and rewards programs. </li><li>Fun is part of our DNA, with events, game nights, happy hours, and barbecues. </li><li>We're growing - this is a great time to join and make an impact! </li></ul> <p>STACK is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.</p> <p>Note to external agencies: we are not accepting any blind submissions or resumes/cvs from recruitment agencies. Any candidates sent to stack infrastructure will not be accepted or considered as a submission without a signed agreement in place.</p> <p>#LI - JD</p>