IT Service Delivery Leader | SPOC for Client Success

Jobtailor; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced IT Service Delivery Manager to lead and coordinate a talented IT support team in Plano, TX. You will act as the SPOC for customers, ensure systems run smoothly, and drive continuous improvement across infrastructure, network, and applications.

The role requires strong leadership, strategic planning, and hands-on expertise in Windows, Linux, AD, Office 365, Exchange, SharePoint, Cisco, and cloud services, with a focus on governance, service quality, and

Qualifications

• Bachelor's degree or equivalent work experience in computer science/IT.
• 7+ years IT support/service desk/network administration experience.
• 2+ years in service delivery or management role.
• Strong knowledge of Windows, Linux, AD, Office 365, Exchange, SharePoint, Cisco and cloud services.
• Excellent communication and customer service skills.
• Strong problem-solving, analytical and decision-making abilities.
• Experience in continuous improvement for infrastructure, governance and efficiency.
• Leadership and coaching skills; able to motivate teams.
• Ability to work independently and under pressure; multi-tasking.

Responsibilities

• Manage and coordinate the daily operations of the IT support team.
• Be the SPOC for the customer.
• Ensure IT systems and services run smoothly and efficiently.
• Lead, coach, and motivate a team including network engineers and service desk members.
• Define and communicate service deliverables.
• Monitor and report on performance of IT infra, network, and applications.
• Manage and prioritize IT support tickets and requests.
• Collaborate with IT teams and vendors for end-to-end support.
• Develop and implement IT policies and best practices.
• Identify IT issues and propose improvement actions.
• Provide technical guidance and training to the IT support team and users.
• Track KPIs and provide reports.
• Manage IT projects and ensure timely delivery.
• Serve as escalation point for service delivery issues and customer satisfaction.

Skills

IT leadership

Team coaching

Customer service

Network administration

Windows

Linux

Active Directory

Office 365

Exchange

SharePoint

Cisco

Cloud services

Communication

Problem solving

Analytical thinking

Decision making

Education

Bachelor's degree

7+ years IT experience

Tools

ITIL

CompTIA

Microsoft

Cisco certifications

Job description

Jobtailor is seeking an experienced IT Service Delivery Manager to lead and coordinate a talented IT support team in Plano, TX. You will act as the SPOC for customers, ensure systems run smoothly, and drive continuous improvement across infrastructure, network, and applications.

The role requires strong leadership, strategic planning, and hands-on expertise in Windows, Linux, AD, Office 365, Exchange, SharePoint, Cisco, and cloud services, with a focus on governance, service quality, and