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.

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.

Service Director - Palm Beach County