IT Service Delivery Manager

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

Role: Service Delivery Manager

Location: San Diego, CA

Compensation: $115,000 – $150,000 Base Salary

Position Type: Direct Hire, Full Time

Work Arrangement: Hybrid (4 days onsite, 1 day remote after successful completion of 90-day onsite training period)

Position Overview

Our client is seeking an experienced Service Delivery Manager to lead IT support operations, service desk performance, and end-user technology services across the organization. This leadership role will oversee a team responsible for delivering exceptional technical support while driving continuous improvement initiatives, service excellence, compliance, and operational efficiency.

The ideal candidate will bring a strong combination of people leadership, IT service management expertise, customer-focused support, and enterprise technology experience. Success in this role requires a hands-on leader who can manage day-to-day operations while developing long-term service strategies that improve user experience and business outcomes.

Key Responsibilities

Service Delivery & IT Operations

• Lead and manage daily Service Desk operations, ensuring service level agreements (SLAs) are consistently achieved.

• Own incident, service request, problem, and escalation management processes.

• Monitor service desk performance metrics, ticket trends, call volumes, and customer satisfaction indicators.

• Develop reporting dashboards and analytics to drive operational improvements and service excellence.

• Manage software licensing, hardware lifecycle management, asset tracking, and user provisioning processes.

• Ensure endpoint devices remain current, secure, and compliant through effective patching and update management practices.

• Oversee service desk tools, workflows, knowledge management platforms, and self-service resources.

• Drive continuous process improvement initiatives focused on efficiency, scalability, and customer experience.

Leadership & Team Development

• Lead, mentor, and develop Service Desk leadership and support teams.

• Conduct performance management activities including coaching, goal setting, reviews, and career development planning.

• Foster a collaborative, customer-first culture focused on accountability and service excellence.

• Ensure adherence to ITIL principles, operational standards, and organizational policies.

• Promote employee engagement, professional growth, and team effectiveness.

Vendor & Technology Management

• Manage vendor relationships and hold service providers accountable to contractual SLAs.

• Conduct vendor performance reviews and provide recommendations regarding service improvements and contract renewals.

• Oversee technology inventory management and license compliance programs.

• Partner with internal stakeholders and IT teams to deliver support and infrastructure initiatives.

Infrastructure, Security & Compliance

• Support enterprise environments including Windows, macOS, iOS, and Android platforms.

• Oversee Microsoft 365 technologies including Exchange, Teams, SharePoint, and Office applications.

• Ensure compliance with security, governance, and regulatory requirements.

• Participate in disaster recovery planning, business continuity testing, and operational readiness activities.

• Maintain accurate documentation, policies, procedures, and operational standards.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field; equivalent experience considered.

• 2 years of leadership experience within an IT Service Desk, End User Support, or IT Operations environment.

• Experience managing IT service delivery, operational metrics, and SLA attainment.

• Proven success leading and developing technical support teams.

• Strong background in vendor management and escalation management.

• Experience troubleshooting enterprise applications and client/server technologies.

• Hands-on experience supporting Windows, macOS, iOS, and Android environments.

• Experience with Microsoft 365 technologies including Exchange, SharePoint, Teams, and Office 365.

• Working knowledge of ITIL frameworks and IT Service Management best practices.

• Experience with incident, problem, change, and request management platforms.

• Excellent communication, organizational, and stakeholder management skills.

• Strong analytical, problem-solving, and root cause analysis capabilities.

Preferred Qualifications

• ITIL Certification.

• Experience with Microsoft Intune, Endpoint Central, or similar endpoint management tools.

• Experience with CMDB administration, workflow automation, and service catalog management.

• Exposure to networking, VoIP, telecommunications, and infrastructure support environments.

• Experience building executive-level dashboards and operational reporting.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.