Position Summary
We are seeking an experienced IT Service Delivery Manager to lead the daily operations of a technical support team responsible for delivering enterprise IT services across a multi-site environment. This individual will oversee service delivery, infrastructure support, project coordination, and operational excellence while ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
The ideal candidate is a hands-on IT leader with experience managing technical teams, supporting enterprise infrastructure, driving process improvements, and collaborating across multiple technology disciplines.
Key Responsibilities
- Lead and manage the daily operations of the IT support team, including supervisors, project leads, and technical staff.
- Oversee IT service delivery, ensuring timely resolution of incidents and compliance with established SLAs.
- Coordinate project schedules, resource planning, and operational priorities across multiple locations.
- Monitor system performance, availability, and service metrics to ensure reliable IT operations.
- Develop, implement, and maintain IT operational standards, procedures, and best practices.
- Oversee incident, problem, change, and request management processes.
- Manage the deployment, configuration, maintenance, and lifecycle of desktops, laptops, mobile devices, printers, servers, and related IT assets.
- Coordinate enterprise software deployments, upgrades, patch management, and technology rollouts.
- Collaborate with infrastructure, networking, security, and application teams to support new technology implementations.
- Ensure compliance with organizational policies, security standards, and regulatory requirements.
- Provide advanced technical support for hardware, software, networking, and telephony issues when needed.
- Monitor service desk performance and drive continuous improvements to service quality and customer satisfaction.
- Lead performance management, coaching, mentoring, and professional development for technical staff.
- Support business continuity planning and disaster recovery initiatives.
- Maintain technical documentation, operational procedures, and knowledge base articles.
- Travel to multiple office locations to support technology deployments and operational needs (approximately 25–40%).
Required Qualifications
- Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field, or equivalent professional experience.
- Minimum 7 years of progressive IT experience supporting enterprise technology environments.
- Previous experience leading technical teams or managing IT service delivery.
- Strong understanding of IT infrastructure, desktop support, networking, servers, mobile devices, and enterprise applications.