IT Service Delivery Manager

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.
• Experience managing IT service management (ITSM) processes, including incident, change, problem, and request management.
• Experience supporting enterprise software deployments, hardware lifecycle management, and patch management.
• Strong troubleshooting, analytical, and organizational skills.
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical stakeholders.
• Valid driver's license and ability to travel between office locations.

Preferred Qualifications

• Experience supporting large enterprise or government IT environments.
• Knowledge of ITIL principles and IT service management best practices.
• Experience with disaster recovery, business continuity planning, and operational governance.
• Experience leading infrastructure modernization or enterprise technology initiatives.

Key Skills

• IT Service Delivery
• Team Leadership & Staff Development
• Infrastructure & Desktop Support
• Incident & Problem Management
• Asset Lifecycle Management
• Enterprise Software Deployment
• Network & Telephony Support
• Customer Service & Stakeholder Management
• Process Improvement
• Project Coordination
• Technical Documentation
• Business Continuity & Disaster Recovery
• IT Operations Management

What We're Looking For

We're looking for a collaborative IT leader who can balance day-to-day operational support with long-term service improvements. The ideal candidate is proactive, customer-focused, and experienced in leading technical teams while ensuring reliable, secure, and efficient IT services across a complex enterprise environment.