IT Help Desk & Service Excellence Leader

Supply Technologies LLC; Cleveland, Northern (OH, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Supply Technologies LLC is seeking an IT Service Delivery Lead in the United States (Cleveland area) to oversee IT support operations and drive service improvements. You will manage a team, monitor KPIs, and coordinate with infrastructure and security teams to resolve critical incidents.

The role requires 5+ years in IT support leadership, strong ITSM knowledge, and travel up to 20%. Certifications such as HDI COP, IAOP COP, ITIL, and Freshworks are highly valued.

Qualifications

• Experience leading IT support, service desk, or end-user support teams (5+ years).
• Strong knowledge of IT service management processes (incident, problem, change).
• Able to lead teams, manage performance, and handle escalations (3+ years in supervisory role).
• Experience with enterprise IT environments and support tools.
• Willingness to travel up to 20%.
• Freshworks experience and certifications preferred.
• HDI SCM/Director certifications preferred.
• IAOP COP certification required.
• ITIL 4 Foundation; ITIL 4 Managing Professional modules or ITIL 4 Strategic Leader certifications.
• Microsoft 365 Certified: Endpoint Administrator; CompTIA A+, Network+, or Security+.
• Lean Six Sigma Green Belt, PMP, or CAPM.

Responsibilities

• Leads IT support operations, including help desk, service desk, and end-user support services.
• Manages internal team performance, workload, and continuous development of support staff.
• Oversees incident, problem, and request management processes to meet service expectations.
• Monitors service performance through KPIs and SLAs, driving improvements of both internal and external resources.
• Manages escalations and ensures resolution of critical/high-impact issues.
• Collaborates with infrastructure, applications, and cybersecurity teams on issue resolution.
• Drives process improvement, automation, and service efficiency initiatives.
• Ensures compliance with IT standards, policies, and service management frameworks.

Skills

Team leadership

Incident management

Problem management

Service performance

Travel willingness

Education

HDI-SCM/HdI Director (certified)

IAOP COP certification

ITIL 4 Foundation

ITIL 4 Managing Professional

Microsoft 365 Endpoint Admin

CompTIA A+/Network+/Security+

PMP

CAPM

Lean Six Sigma Green Belt

Tools

Freshworks

Freshworks certification

Job description

Supply Technologies LLC is seeking an IT Service Delivery Lead in the United States (Cleveland area) to oversee IT support operations and drive service improvements. You will manage a team, monitor KPIs, and coordinate with infrastructure and security teams to resolve critical incidents.

The role requires 5+ years in IT support leadership, strong ITSM knowledge, and travel up to 20%. Certifications such as HDI COP, IAOP COP, ITIL, and Freshworks are highly valued.