Role & responsibilities

Preferred candidate profile

Crown Computers is a San Diego based Managed Services Provider. We have been keeping businesses running since 1996, and we are hiring our first dedicated Service Delivery Manager for our India team.

This role is FULLY REMOTE. You work from home, not from an office floor. If you are currently commuting to a delivery centre to support US clients, this is the part worth reading twice. You will need a stable, reliable home internet connection and a quiet place to take client calls, and beyond that, where you sit is up to you. You can be based anywhere in India. Chandigarh is listed as our base location only because Naukri requires one to be entered. It is not where you need to live.

Shift: 8:30 PM to 5:30 AM IST, Monday to Friday. That is 8:00 AM to 5:00 PM in San Diego. We are straightforward about this because it is the job, not a surprise.

What you would own

The day to day performance of our service desk. Ticket flow, queue ownership, escalations, engineer coordination, SLA attainment, and client satisfaction. You would set transparent expectations for the team, coach the engineers, and use the numbers to actually move the numbers.

This is a newly created seat with real autonomy.



You would be shaping the service management function, not inheriting someone else's.

What we need from you:

You have run a service desk at an MSP. Many clients, not one internal IT department. This is the single most important thing and we will ask you about it in detail.

You have personally owned a service board in ConnectWise Manage. Autotask, HaloPSA, Kaseya, NinjaOne and similar count, but ConnectWise is what we run.

You can name the metrics you owned, where they started, and where you took them.

You have led engineers, not just worked alongside them.

Strong spoken and written English. Our clients are American small businesses and you will be talking to them directly.

Nice to have: CMMC or NIST 800-171 exposure. Experience already working US hours. Neither is required.

What we are not looking for: the person who closes the most tickets. That is a great engineer and a failed service manager.

How to apply: apply here on Naukri and answer the screening questions. One of them asks for a short voice recording. Please do it. We hire people who will be speaking with our clients, so we would genuinely like to hear you before we call.

📌 Service Delivery Manager - MSP - Remote - US Shift (Chandigarh)
🏢 Crown Computers
📍 Chandigarh