IT Service Delivery Lead — End-User Tech & Support Ops

GloComms; Fairfield (CT); On-site; USD 130,000 - 140,000; Full time

Job summary

Glocomms is partnering with a well-established manufacturing organization that is seeking an IT Manager to lead end-user technology services across multiple U.S. locations.

This position combines people leadership, service delivery oversight, and hands-on technical expertise to ensure a high-quality support experience for office, manufacturing, warehouse, and remote employees. The role oversees a service desk, manages a small IT team, and drives improvements in incident response, hardware

Qualifications

• Bachelor's degree or equivalent in IT-related field.
• 7+ years in IT support or technical operations.
• Experience leading IT support teams.
• Strong knowledge of desktop/laptop support, endpoint management, and collaboration tech.
• Experience in multi-site environments preferred.

Responsibilities

• Lead daily operations of the IT service desk and desktop support functions.
• Manage and mentor a small team of IT support professionals.
• Serve as an escalation point for complex end-user issues involving hardware, software, collaboration tools, and conferencing technologies.
• Drive continuous improvement of IT support processes, service delivery, and user experience.
• Oversee hardware lifecycle management, software deployment, asset inventory, and support operations.
• Partner with infrastructure, networking, security, and application teams to resolve issues and enhance services.
• Coordinate technology projects including workstation refreshes, support tool implementations, and service improvements.
• Support conference room, audiovisual, and videoconferencing technologies across the organization.
• Monitor service performance metrics and implement process improvements where needed.
• Manage relationships with vendors and external service providers.

Skills

IT leadership

End-user computing

Service delivery

Desktop support

Endpoint security

Microsoft collaboration

Vendor management

Education

Bachelor's degree in IT/CS

Job description

Glocomms is partnering with a well-established manufacturing organization that is seeking an IT Manager to lead end-user technology services across multiple U.S. locations.

This position combines people leadership, service delivery oversight, and hands-on technical expertise to ensure a high-quality support experience for office, manufacturing, warehouse, and remote employees. The role oversees a service desk, manages a small IT team, and drives improvements in incident response, hardware