At Ockers Technologies, our mission is to expand the array of services we provide to help clients keep pace with the latest advances in technology. For more than 102 years, Ockers has proudly served a diverse customer base, including K–12 schools, government agencies, municipalities, first responders, major corporations, and small to medium-sized businesses across a wide spectrum of industries.
Today, Ockers has grown to more than 100 employees across seven client-focused divisions, with a goal of exceeding $50M in revenue in 2024.
We are seeking a Service Delivery Manager (MSP Manager) to lead our Managed Services team. This individual will be responsible for managing team personnel, ensuring client satisfaction, resolving escalations, maintaining scheduling accountability, and playing an active role in client relations and contract negotiations. The role requires a balance of strong technical expertise and exceptional leadership, organizational, and communication skills.
This is a full-time, on-site role based in Middleboro, MA, with standard business hours of Monday–Friday, 8:00 AM–5:00 PM.

Responsibilities

• Develop and implement IT strategies and initiatives that support Ockers’ objectives and growth.
• Oversee daily IT operations, ensuring systems, networks, and infrastructure run reliably and efficiently.
• Manage IT projects from initiation to completion, including planning, budgeting, forecasting, and resource allocation.
• Partner with other departments to identify IT requirements and deliver tailored solutions.
• Lead and manage a team of IT professionals, including hiring, training, mentoring, and performance management.
• Serve as the final point of escalation for after-hours support.
• Ensure the security of company and client data by implementing robust security measures and compliance protocols.
• Stay current with industry trends and emerging technologies; recommend and implement innovative solutions to improve service delivery.
• Provide leadership on IT best practices, policies, and procedures.
• Act as the primary point of contact for clients on IT-related issues, projects, and initiatives.
• Prepare and distribute monthly client billing summary reports.
• Perform other duties as assigned.

Required Skills & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred).
• 5+ years in IT management or a leadership role within a Managed Services environment.
• Strong technical expertise in IT systems, infrastructure, networking, and security.
• Demonstrated success managing and developing teams of IT professionals.
• Industry certifications such as CISSP, ITIL, PMP, or equivalent are a plus.
• Ability to work with urgency and prioritize effectively in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
• Proven ability to work independently and collaboratively.
• Strong internal and external customer service orientation.
• Ability to quickly learn and adapt in a high-volume environment.
• Exceptional leadership, decision-making, and problem-solving skills.
• Strong organizational, planning, and multi-tasking abilities.

Compensation

• Salary range: $85,000 – $100,000, depending on experience, certifications, and qualifications.

Commitment to Diversity
Ockers is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or any other protected characteristic. Ockers is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Job Type: Full-time
Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In perso

• Develop and implement IT strategies and initiatives that support Ockers’ objectives and growth.
• Oversee daily IT operations, ensuring systems, networks, and infrastructure run reliably and efficiently.
• Manage IT projects from initiation to completion, including planning, budgeting, forecasting, and resource allocation.
• Partner with other departments to identify IT requirements and deliver tailored solutions.
• Lead and manage a team of IT professionals, including hiring, training, mentoring, and performance management.
• Serve as the final point of escalation for after-hours support.
• Ensure the security of company and client data by implementing robust security measures and compliance protocols.
• Stay current with industry trends and emerging technologies; recommend and implement innovative solutions to improve service delivery.
• Provide leadership on IT best practices, policies, and procedures.
• Act as the primary point of contact for clients on IT-related issues, projects, and initiatives.
• Prepare and distribute monthly client billing summary reports.
• Perform other duties as assigned