IT Service Delivery Lead - Hybrid

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

Job summary

Ledgent Technology seeks an experienced Service Delivery Manager to lead IT support operations, service desk performance, and end-user technology services across the organization. This senior role combines people leadership with IT service management to improve user experience and business outcomes.

The ideal candidate will drive service strategies, oversee incident and escalation processes, and mentor the Service Desk team in a hybrid work environment after completing the 90-day onsite training

Qualifications

• Bachelor’s degree in CS/IS/Engineering or related field.
• 2+ years in IT service desk or IT operations leadership.
• Proven track record of SLA attainment and incident management.
• Strong vendor management and escalation leadership.
• Experience with Windows, macOS, iOS, and Android and MS 365.
• ITIL knowledge and best-practice implementation.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and manage daily Service Desk operations, ensuring SLAs are met.
• Own incident, service request, problem, and escalation management processes.
• Monitor service desk metrics, ticket trends, and customer satisfaction.
• Develop dashboards and analytics to drive improvements and service excellence.
• Manage software licensing, hardware lifecycle, asset tracking, and provisioning.
• Ensure devices are current, secure, and compliant through patching.
• Oversee service desk tooling, workflows, and knowledge management.
• Drive continuous process improvements for efficiency and customer experience.

Skills

Leadership

SLA Management

Vendor Management

ITIL Knowledge

End-User Support

Problem Solving

Communication

Cross-platform Support

Education

Bachelor's degree in CS/IS/Engineering or related field

Tools

Microsoft 365

Job description

Ledgent Technology seeks an experienced Service Delivery Manager to lead IT support operations, service desk performance, and end-user technology services across the organization. This senior role combines people leadership with IT service management to improve user experience and business outcomes.

The ideal candidate will drive service strategies, oversee incident and escalation processes, and mentor the Service Desk team in a hybrid work environment after completing the 90-day onsite training