- Location
- Florida · San Francisco, California, United States
- Department
- Exec Search
- Seniority
- Director
- Experience
- 2+ years
- Source
- Greenhouse
Description
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.
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, scheduling, and holding a technical team accountable to metrics.
- Excellent client-facing communication skills, with the judgment to know when to resolve an issue directly versus escalate.
- Experience supporting professional-services or legal-industry clients is a plus.
- Based in or willing to relocate to the South Florida area; ability to travel periodically to the company's Miami client base.
We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. Evergreen encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!
DIVERSITY, EQUITY, & INCLUSION AT EVERGREEN
At Evergreen, we acknowledge that an emphasis on diversity, equity, and inclusion (“DE&I”) is essential to hiring phenomenal people. To create the best home for businesses and spark success at our firm and throughout our portfolio, we aim to establish an environment where every person is welcomed, accepted, and empowered to excel in their role. These beliefs run true to our People-first philosophy, which emphasizes attributes over experience, we strive to recruit and work with those from a range of backgrounds, which drives creativity and innovation. At Evergreen, we recognize that we must continue to improve and expand and we are enthusiastic about maintaining Evergreen as one of the best places to work by ensuring a culture of inclusion and allowing everyone an unbiased opportunity to grow.
Compensation
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.
Evergreen Services Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. 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.
