Evergreen Services Group

Service Director - Palm Beach County

Florida · Director

Sponsorship not specifiedDetected 5 days ago

SparkStatisticsExcelM&AERP5G/LTELeadershipCommunicationMentoring

About the role

As the company professionalizes its service delivery function under a new Service Director, it is adding a Service Delivery Manager to own the day-to-day execution of help desk and field support operations.
This role is the operational backbone beneath the Director: where the Director sets strategy, vendor direction, and the broader service transition plan, the Service Delivery Manager runs the floor - staffing, ticket flow, escalations, and technician performance - so that clients experience consistent, high-quality support every day.
This is a strong fit for a hands-on leader who wants to build out formal process and metrics in a business that has historically run on tribal knowledge and strong relationships, without losing the responsiveness and care that has earned the company an excellent reputation with its clients.

Coach, train, and performance-manage help desk and field staff
Monitor and report on core service metrics (ticket volume, response time, resolution time, technician utilization, client satisfaction) to the Service Director, and drive corrective action when metrics slip.
Support the ongoing migration of clients from a legacy, lighter-touch service tier to the company's premium managed offering by ensuring delivery teams can execute the added scope of work.
Maintain and improve documentation standards across the team, including client runbooks, ticket notes, and knowledge base articles.
Partner with the Service Director on process improvements, tooling changes, and staffing plans as the business scales.
4+ years in an MSP or IT services environment, including at least 2 years in a team lead, supervisor, or manager capacity over a help desk or field technician team.
Demonstrated ability to build or improve service processes, SLAs, and documentation in an environment that previously ran informally.
Manage the daily operations of the help desk and field technician team, including

Experience supporting professional-services or legal-industry clients is a plus.

A competitive compensation package will be offered alongside a benefits package including full medical and dental coverage, unlimited PTO, 401(k) match, family planning support, and much more.

shift coverage, ticket queue health, and response/resolution times against SLA targets.
Own technician scheduling, time-off coverage, and workload balancing across the Palm Beach County and Miami markets.

Evergreen Services Group is a San Francisco-based holding company that acquires and operates B2B services companies across North America.
Since its founding in late 2017, Evergreen has completed 100+ acquisitions across Managed IT Services, Cybersecurity, ERP Software Partners and Government Services.
We are driven by a people-first mission to be the best home for businesses and their leaders, by marrying capital allocation with inspired operations.
The Evergreen holding company team is comprised of 40+ professionals based in San Francisco who are focused on capital allocation, M&A, executive level hiring, strategic board leadership, and finance and accounting.
Evergreen is a uniquely long-term oriented holding company that seeks to hold and grow businesses indefinitely rather than follow the 5-7 year holding period of a typical private equity fund.
This allows us to take a truly long-term view on performance and people.
Evergreen is backed by Alpine Investors, a leading private equity firm focused on the services and software industries with $16B+ in AUM.
What We're Looking For:

Evergreen Services Group is proud to be an Equal Opportunity and Affirmative Action Employer.
As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

This listing is sourced directly from Evergreen Services Group's careers page and normalized into a canonical job model.