IT Service Delivery Manager

Job Summary

A company is looking for an IT Service Delivery Manager to lead and enhance their help desk operations.

Key Responsibilities

• Lead and manage the IT Service Desk team, overseeing daily support operations and ticket management
• Establish and manage service delivery KPIs and SLAs, providing regular performance reports
• Partner with various teams to support enterprise initiatives and improve service efficiency through automation

Qualifications and Requirements

• 5+ years of experience in IT support, service desk, or IT operations with leadership experience preferred
• Experience managing service delivery operations, including KPIs, SLAs, and continuous improvement initiatives
• Strong experience in a Microsoft environment, including Microsoft 365 and collaboration technologies
• Proven ability to build processes and implement scalable service delivery practices
• Experience supporting technology rollouts or organizational change initiatives