Senior IT Service Delivery Lead - Incident & Service Excellence

A-dec Inc.; Newberg (OR); On-site; USD 110,000 - 140,000; Full time

Job summary

A-dec Inc. is seeking an IT Service Delivery Lead in our Oregon Newberg campus. This senior technical contributor will lead IT service operations, coordinate incidents, and guide small-to-medium projects, while optimizing help desk performance and vendor relationships.

The role requires 5+ years in enterprise IT, strong ServiceNow experience, and hands-on leadership without formal management duties, ensuring reliable service delivery across devices and endpoints.

Qualifications

• BA/BS degree or equivalent experience.
• Minimum of 5 years of progressive experience in an enterprise IT environment.
• Experience with enterprise ITSM platforms (e.g. ServiceNow) at admin/config level.
• Experience with end-user support operations and endpoint lifecycle management.

Responsibilities

• Oversee day-to-day help desk operations and serve as primary escalation point for complex incidents.
• Act as after-hours/incidents coordinator for high-impact events affecting operations or productivity.
• Lead post-incident reviews and drive corrective actions to closure.
• Improve KPIs for IT service delivery (first-contact resolution, MTTR, ticket aging, SLA compliance, customer satisfaction).
• Manage relationships with endpoint hardware, software licensing, and SaaS vendors; be IT contact for service delivery.
• Act as tactical project lead for small-to-medium IT projects (rollouts, migrations, deployments).
• Collaborate with IT leadership to ensure readiness before go-live and develop supporting docs/training.
• Oversee lifecycle of endpoint devices across all locations; maintain asset inventory and replacement plans.
• Coordinate response during major incidents and communicate status to stakeholders.
• Mentor help desk staff with skills coaching and knowledge transfer.

Skills

Leadership

Communication

Organizational skills

Independent work

Team collaboration

Project coordination

ITSM knowledge

Education

BA/BS degree or equivalent

Tools

ServiceNow

Job description

A-dec Inc. is seeking an IT Service Delivery Lead in our Oregon Newberg campus. This senior technical contributor will lead IT service operations, coordinate incidents, and guide small-to-medium projects, while optimizing help desk performance and vendor relationships.

The role requires 5+ years in enterprise IT, strong ServiceNow experience, and hands-on leadership without formal management duties, ensuring reliable service delivery across devices and endpoints.