IT Service Delivery Lead: Elevate Help Desk & Endpoints

A-dec, Inc. (USA); Newberg (OR); On-site; USD 90,000 - 130,000; Full time

Job summary

A-dec is seeking a Senior IT Service Delivery Lead in Newberg, OR to act as the technical expert on the IT Help Desk team. You will guide daily operations, incident response, and service improvements across endpoints, licensing, and SaaS vendor relations.

Ideal candidates have a BA/BS or equivalent experience with 5+ years in enterprise IT, and hands-on experience with ITSM platforms such as ServiceNow. This role emphasizes leadership, mentorship, and project coordination while ensuring go-live

Qualifications

• BA/BS degree or equivalent experience.
• Minimum of 5 years of progressive experience in an enterprise IT environment, with leadership/coordination responsibilities.
• Experience with enterprise ITSM platforms (e.g., ServiceNow).
• Experience in end-user support operations and endpoint lifecycle management.

Responsibilities

• Oversee day-to-day help desk operations and serve as the primary escalation point for complex incidents.
• Coordinate after-hours incident responses for high-impact issues affecting operations and productivity.
• Lead post-incident reviews, document root-cause findings, and drive corrective actions to closure.
• Drive KPI improvements (first-contact resolution, MTTR, ticket aging, SLA compliance, customer satisfaction).
• Analyze ticket trends and systemic issues; lead root-cause analysis and drive permanent resolutions.
• Manage relationships with endpoint hardware, software licensing, and SaaS vendors; serve as the primary IT contact for service delivery and factory operations support.
• Lead small-to-medium IT projects (rollouts, migrations, deployments) and ensure go-live readiness.
• Provide mentorship and training to help desk staff and coordinate documentation.

Skills

Leadership

Incident management

Vendor management

Project coordination

Communication

Root cause analysis

Organizational skills

Education

BA/BS degree

Tools

ServiceNow

ITSM platforms

Job description

A-dec is seeking a Senior IT Service Delivery Lead in Newberg, OR to act as the technical expert on the IT Help Desk team. You will guide daily operations, incident response, and service improvements across endpoints, licensing, and SaaS vendor relations.

Ideal candidates have a BA/BS or equivalent experience with 5+ years in enterprise IT, and hands-on experience with ITSM platforms such as ServiceNow. This role emphasizes leadership, mentorship, and project coordination while ensuring go-live