Service Director - Palm Beach County

[Evergreen Services Group](https://www.evergreensg.com/) 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](https://www.alpineinvestors.com/), a leading private equity firm focused on the services and software industries with $16B+ in AUM. **The Opportunity:** 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. **What You'll Do:** - Manage the daily operations of the help desk and field technician team, including shift coverage, ticket queue health, and response/resolution times against SLA targets. - Serve as the primary escalation point for technical issues and client concerns that front-line technicians cannot resolve, stepping in directly when needed. - Own technician scheduling, time-off coverage, and workload balancing across the Palm Beach County and Miami markets. - Coach, train, and performance-manage help desk and field staff; conduct regular 1:1s and provide both positive reinforcement and corrective feedback. - 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. - Fill in on tickets or on-site visits as needed during staffing gaps, while maintaining the discipline to keep personal ticket load from crowding out team leadership responsibilities. **What We're Looking For:** - 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. - Direct, hands-on familiarity with RMM/PSA platforms, ticketing systems, and core endpoint/security tooling used in a managed services environment. - Demonstrated ability to build or improve service processes, SLAs, and documentation in an environment that previously ran informally. - Strong people-management instincts: comfortable coaching,…