Hybrid IT Service Delivery Leader

Ledgent Technology; San Diego (CA); Hybrid; USD 115,000 - 150,000; Full time

Job summary

Ledgent Technology is seeking an experienced Service Delivery Manager to lead IT support operations and service desk performance across the organization. You will drive improvement initiatives, ensure service excellence, compliance, and operational efficiency while managing a hands-on team.

The role requires strong ITIL-based leadership, enterprise technology experience, and the ability to develop long-term service strategies to enhance user experience and business outcomes.

Qualifications

• Bachelor's degree in CS, IS, Engineering or related field; equivalent experience accepted.
• 2+ years of leadership in IT Service Desk or IT Operations.
• Experience managing IT service delivery, operational metrics and SLA attainment.
• Proven success leading and developing technical support teams.
• Strong vendor management and escalation management.
• Experience with Windows, macOS, iOS and Android environments.
• Experience with Microsoft 365 technologies: Exchange, SharePoint, Teams, Office 365.
• Working knowledge of ITIL and ITSM best practices.
• Experience with incident, problem, change and request management platforms.
• Excellent communication, organizational and stakeholder management.

Responsibilities

• Lead daily Service Desk operations and ensure SLAs are met.
• Own incident, service request, problem, and escalation processes.
• Monitor service metrics, ticket trends, and customer satisfaction.
• Develop dashboards and analytics to drive improvements.
• Manage software licensing, hardware lifecycle, asset tracking, and provisioning.
• Ensure endpoints remain current, secure, and patched.
• Oversee service desk tools, knowledge bases, and self-service resources.
• Drive continuous process improvement for efficiency and scalability.
• Lead, mentor, and develop Service Desk teams; manage performance reviews.
• Foster a customer-first culture and ensure ITIL adherence.
• Oversee vendor relationships and contract renewals; conduct reviews.
• Maintain inventory, license compliance, and cross-team collaboration.
• Partner with stakeholders to deliver support and infrastructure initiatives.

Skills

Leadership

ITIL

SLA management

Analytics

Education

Bachelor's degree in Computer Science / Information Systems / Engineering

Tools

Microsoft 365

Exchange

SharePoint

Teams

Office 365

CMDB

Job description

Ledgent Technology is seeking an experienced Service Delivery Manager to lead IT support operations and service desk performance across the organization. You will drive improvement initiatives, ensure service excellence, compliance, and operational efficiency while managing a hands-on team.

The role requires strong ITIL-based leadership, enterprise technology experience, and the ability to develop long-term service strategies to enhance user experience and business outcomes.