Qureos Mentor

The 20

<div>The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.
The Service Delivery Supervisor at The 20 oversees the delivery of IT services, supervising a team of technical professionals, and maintains strong client relationships in a fast-paced MSP environment. This role requires a balance of leadership, technical insight, and a commitment to quality service. The ideal candidate is proactive, detail-oriented, and focused on creating exceptional service outcomes.
This position reports to an office within the supported region, specifically located in Columbia, MO; Tulsa, OK; or Topeka, KS.
Responsibilities Include but Not Limited To:
<ul><li>Oversee the end-to-end delivery of IT services, ensuring timely resolution of service tickets and adherence to SLAs.</li>
<li>Monitor ticket queues, prioritize work, and maintain accountability for resolution quality and documentation.</li>
<li>Build and maintain strong client relationships, acting as the primary point of contact for escalations and service reviews.</li>
<li>Identify opportunities for process improvements and implement enhancements to increase efficiency and client satisfaction.</li>
<li>Lead, mentor, and support a team of service desk professionals, setting clear goals and fostering professional development.</li>
<li>Track and report on key performance metrics, analyzing trends and identifying areas for operational improvement.</li>
<li>Collaborate cross-functionally with internal teams including technical, sales, and operations to ensure smooth service delivery.</li>
</ul>
Required Skills &amp; Experience:
<ul><li>Excellent leadership, communication, and client-facing skills.</li>
<li>Proven experience managing escalations and driving results within structured, process-driven environments.</li>
<li>Experience with service metrics and reporting tools; ITIL certification is a plus.</li>
</ul>
Preferred Skills, Competencies &amp; Knowledge:
<ul><li>Active Directory, Intune, Azure AD and Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive)</li>
<li>Kaseya BMS/VSA or similar RMM tools</li>
<li>IT documentation platforms (e.g., IT Glue)</li>
<li>Modern OS environments, scripting, or automation tools</li>
</ul>
Qualifications:
<ul><li>Bachelor&rsquo;s degree in IT, Business Administration, or a related field (or equivalent experience)</li>
<li>3&ndash;5 years of experience in a service delivery or technical management role (MSP experience preferred)</li>
<li>Relevant certifications in Microsoft, networking, or service management are a plus</li>
</ul>
Physical Demands: The physical demands below describe the essential job functions needed to complete this job.
<ul><li>Consistent hand and finger dexterity necessary to operate computer equipment</li>
<li>Consistently required to sit, stand, walk, talk, hear, and see</li>
<li>Routine use of hands to type</li>
<li>Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch</li>
<li>Occasional need to walk around the office</li>
<li>Consistent vision abilities required; close vision, depth perception, and ability to focus</li>
<li>May require travel dependent on company needs.</li>
<li>Occasional need to lift and/or move up to 30 pounds</li>
</ul>
The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.</div>

Service Delivery Supervisor

<div>The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.
We&rsquo;re looking for a well-rounded Regional Service Technician who brings both hands-on technical expertise and strong communication skills to the table. This role blends the responsibilities of a bench technician with the adaptability required to support all aspects of a modern computing environment. You'll serve as a key point of contact for diagnosing and resolving issues related to workstations, hardware, software, networks, and more &mdash; both remotely and on-site.
Service Area: Ardmore, Comanche, Wynnewood, &amp; Tishomingo, OK
Travel Requirements: Onsite to local client&rsquo;s premises
Key Responsibilities:
<ul><li>Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.</li>
<li>Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.</li>
<li>Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.</li>
<li>Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.</li>
<li>Perform complete hardware repair, maintenance, and security tasks&mdash;from cleaning and component replacement to in-depth diagnostics.</li>
<li>Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.</li>
<li>Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.</li>
<li>Back up data and perform system restores as needed to maintain functionality.</li>
<li>Test solutions for accuracy, document work, and provide recommendations for ongoing system health.</li>
</ul>
Qualifications:
<ul><li>Practical experience with hardware assembly, disassembly, maintenance, and repair.</li>
<li>Strong knowledge of Windows OS (installation, recovery, setup, updates) and major software suites (e.g., Microsoft Office).</li>
<li>Familiarity with antivirus, security, and firewall technologies, including installation and recovery.</li>
<li>Working knowledge of business networking, including Active Directory, Group Policy, file sharing, and server applications (Exchange, MS Server).</li>
<li>Solid troubleshooting skills across OS, hardware, and network issues, including malware and virus removal.</li>
<li>Ability to identify and diagnose failed hardware components.</li>
<li>Valid Driver&rsquo;s License.</li>
</ul>
Preferred Education and Experience:
<ul><li>A+, Net+, and Sec+ certifications, or equivalent experience</li>
<li>Experience with all modern operating systems</li>
<li>Deep understanding of business networking</li>
<li>Deep understanding of Active Directory, Group Policy, File Sharing, etc.</li>
<li>General understanding of technology related to small-medium businesses</li>
<li>Virtualization experience is a plus!</li>
</ul>
Benefits:
<ul><li>Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options</li>
<li>Competitive 401(k) participation with up to 4% contribution match</li>
<li>Certification reimbursement to support your continued development</li>
<li>Meaningful opportunities for advancement within a growing organization</li>
<li>A culture built on drive, accountability, collaboration, and excellence</li>
</ul>
Physical Requirements:
The physical requirements below describe the essential job functions needed to complete this job.
<ul><li>Consistent hand and finger dexterity necessary to operate computer equipment</li>
<li>Consistently required to sit, stand, walk, talk, hear, and see</li>
<li>Routine use of hands to type</li>
<li>Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch</li>
<li>Occasional need to walk around the office</li>
<li>Consistent vision abilities required; close vision, depth perception, and ability to focus</li>
<li>Ability to travel dependent on company needs</li>
<li>Occasional need to lift and/or move up to 30 pounds</li>
</ul>
Work Environment/Conditions:
<ul><li>The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)</li>
<li>Work is in an open office environment with steady conversation and interruption</li>
</ul>
The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position.</div>

IT Regional Service Technician

Join The 20 and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

The 20

About Company

Service Delivery Supervisor

Service Delivery Supervisor

IT Regional Service Technician