IT Service Delivery Manager (Remote)
IT Service Delivery Manager Remote - Careers At Patriot Growth Insurance Services
Careers At Patriot Growth Insurance Services and Partner Agencies
Current job opportunities are posted here as they become available.
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IT Service Delivery Manager (Remote)
Department:
Information Technology
Location:
Fort Washington, PA
START YOUR APPLICATION
About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot�s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.
Position Overview: Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership.
Work Location: This is a full-time, fully remote position.
Professional Responsibilities:
Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment
Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service
Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities
Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability
Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives
Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes
Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability
Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth
Qualifications and Requirements:
5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred
Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives
Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies
Proven ability to build processes, improve workflows, and implement scalable service delivery practices
Experience supporting technology rollouts, operational transitions, or organizational change initiatives
Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership
Experience managing vendors or external service providers preferred
Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred
What success looks like:
Improved response and resolution times and consistent service performance
Clear and visible KPI and SLA reporting and service transparency
Improved employee experience and confidence in IT support
Strong documentation, processes, and operational discipline across the service desk
Successful support of major technology rollouts and business initiatives
Increased automation and measurable efficiency improvements across support operations
A scalable, business-aligned IT service desk that supports Patriot�s growth and acquisitions
Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:
Medical, Dental, and Vision Benefits
Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
Company Paid Employee Assistance Program
Paid Parental Leave
Paid holidays
Personalized PTO
401 (k)
Salary Range: A starting base salary in the $120,000 - $130,000 range, depending on the candidate�s experience.
*A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will make hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.
START YOUR APPLICATION
Visit Our Home Page © 2026 Patriot Growth Insurance Services
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Apply Now
Careers At Patriot Growth Insurance Services and Partner Agencies
Current job opportunities are posted here as they become available.
Back To Openings
IT Service Delivery Manager (Remote)
Department:
Information Technology
Location:
Fort Washington, PA
START YOUR APPLICATION
About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot�s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.
Position Overview: Patriot Growth Insurance Services is seeking an IT Service Delivery Manager to lead and evolve our help desk into a high-performing, business-aligned service organization. This role will oversee day-to-day IT support operations while also supporting enterprise initiatives such as technology rollouts, rebranding, and organizational change. The ideal candidate combines strong operational leadership, service delivery management, and process improvement experience with the ability to communicate effectively with both technical teams and business leadership.
Work Location: This is a full-time, fully remote position.
Professional Responsibilities:
Lead and manage the IT Service Desk team, overseeing daily support operations, ticket management, escalations, and service request fulfillment
Build and maintain a service culture focused on responsiveness, ownership, professionalism, and strong internal customer service
Establish and manage service delivery KPIs and SLAs, and provide regular reporting on service performance, trends, and improvement opportunities
Develop and maintain service processes, SOPs, workflows, escalation paths, and knowledge management documentation to improve consistency and scalability
Partner with infrastructure, security, applications, HR, operations, and business teams to ensure coordinated support and successful execution of enterprise initiatives
Support enterprise projects including technology rollouts, rebranding initiatives, office and agency transitions, and broader operational changes
Identify opportunities to improve workflows, automate repetitive tasks, and leverage Microsoft tools and AI-enabled solutions to improve service efficiency and scalability
Serve as an escalation point for critical issues and work with leadership to align IT service delivery with business priorities and organizational growth
Qualifications and Requirements:
5+ years of experience in IT support, service desk, or IT operations, with prior leadership or team management experience preferred
Experience managing service delivery operations, including KPIs, SLAs, reporting, and continuous improvement initiatives
Strong experience working in a Microsoft environment, including Microsoft 365 and end-user collaboration technologies
Proven ability to build processes, improve workflows, and implement scalable service delivery practices
Experience supporting technology rollouts, operational transitions, or organizational change initiatives
Strong communication and stakeholder management skills, with the ability to work effectively with both technical teams and business leadership
Experience managing vendors or external service providers preferred
Experience with ITSM tools, workflow automation, or AI-enabled service improvement tools preferred
What success looks like:
Improved response and resolution times and consistent service performance
Clear and visible KPI and SLA reporting and service transparency
Improved employee experience and confidence in IT support
Strong documentation, processes, and operational discipline across the service desk
Successful support of major technology rollouts and business initiatives
Increased automation and measurable efficiency improvements across support operations
A scalable, business-aligned IT service desk that supports Patriot�s growth and acquisitions
Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:
Medical, Dental, and Vision Benefits
Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
Company Paid Employee Assistance Program
Paid Parental Leave
Paid holidays
Personalized PTO
401 (k)
Salary Range: A starting base salary in the $120,000 - $130,000 range, depending on the candidate�s experience.
*A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will make hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.
START YOUR APPLICATION
Visit Our Home Page © 2026 Patriot Growth Insurance Services
Applicant Tracking System Powered by
Apply Now