Remote Service Delivery Manager – End-User Experience

Pioneer Management Consulting; United States; Remote; USD 96,000 - 131,000; Full time

Job summary

Pioneer Management Consulting is seeking an experienced service delivery leader to provide hands-on interim management for the Service Desk, Desktop Support, and related end-user technology services. The consultant will stabilize daily operations, improve customer experience, and implement approved improvements while translating leadership priorities into measurable operating practices.

This 1099 contract role is remote with travel, offering $70–$95 per hour with no Pioneer benefits.

Qualifications

• Former service delivery manager or similar leadership roles in end-user services.
• Experience improving ITSM practices, service metrics, and knowledge management.
• Strong communication, problem solving, and performance-management capabilities.
• Knowledge of hardware, operating systems, and end-user support services.

Responsibilities

• Direct and coordinate Service Desk, Desktop Support, incidents, requests, and customer-facing technology services.
• Supervise professional, technical, clerical, temporary, and contracted staff; assign work and coach performance.
• Maintain service continuity through clear intake, triage, escalation, and recovery practices.
• Translate priorities into staffing plans, procedures, schedules, targets, and assignments.
• Coordinate with infrastructure, cybersecurity, applications, data, PMO, and vendors to resolve issues and dependencies.
• Manage customer communication and escalation for high-impact issues and service concerns.
• Monitor service performance metrics, backlog, aging, and first-contact resolution.
• Strengthen knowledge articles, SOPs, self-service content, onboarding/offboarding support, and cross-training.
• Support budget, purchasing, hardware/software requests, resource planning, and vendor oversight.
• Provide recurring reporting on service health, incidents, requests, customer experience, staffing, risks.

Skills

Staff leadership

Customer focus

Operational management

Written & verbal communication

Vendor oversight

Job description

Pioneer Management Consulting is seeking an experienced service delivery leader to provide hands-on interim management for the Service Desk, Desktop Support, and related end-user technology services. The consultant will stabilize daily operations, improve customer experience, and implement approved improvements while translating leadership priorities into measurable operating practices.

This 1099 contract role is remote with travel, offering $70–$95 per hour with no Pioneer benefits.