Service Delivery Manager, Technology Enablement (Contract)

Pioneer Management Consulting; Oregon; Ibrido; USD 96.000 - 131.000; Tempo pieno

Descrizione del lavoro

Pioneer Management Consulting is seeking an experienced Service Delivery Leader to provide hands-on interim management for Service Desk, Desktop Support, and end-user technology services. The consultant will stabilize daily operations, clarify ownership, and implement improvements to service management.

This 1099 contract focuses on day-to-day delivery, staff leadership, customer experience, and reliable performance reporting.

Competenze

• Strong leadership and staff development capabilities.
• Experience supervising customer-facing technical teams.
• Expertise in incident handling, escalation, and service continuity.

Mansioni

• Direct and coordinate Service Desk, Desktop Support, end-user incident support and related services.
• Supervise staff and contractors; set expectations, coach, review performance and coverage.
• Maintain service continuity through clear intake, triage, escalation, communication, and recovery practices.
• Translate priorities into staffing plans, procedures, schedules, targets, and assignments.
• Coordinate with infrastructure, cybersecurity, applications, PMO, and vendors to resolve issues and recurring problems.
• Manage customer communication and escalation for high-impact issues and service disruptions.
• Monitor performance metrics, backlogs, aging, first-contact resolution, vendor performance, and risks.
• Improve knowledge articles, SOPs, self-service content, onboarding/offboarding, and cross-training.
• Support budget, purchasing, hardware/software requests, resource planning, and vendor oversight; escalate strategic decisions.
• Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and leadership decisions.

Descrizione del lavoro

Grow with us. Lead with us. At Pioneer, you'll work directly with executive teams, solving complex problems and shaping strategies that reset what's possible. Sometimes the work is headline-worthy. Sometimes it's foundational. But every project earns trust - and earns us the right to take on more. You'll get the kind of access, challenge, and growth found at big firms - while helping build a company that's scaling fast and guided by what we value. If you're looking for meaning, momentum, and a seat at the table, you're in the right place.

Pioneer is supporting a client looking for an experienced service delivery leader to provide hands‑on interim management for the Service Desk, Desktop Support, and related end‑user technology support functions. The consultant will stabilize daily operations, strengthen customer service and communication, clarify ownership and escalation, improve service‑management practices, and provide reliable performance visibility. This engagement is focused on day‑to‑day service delivery, operational continuity, staff leadership, customer experience, and implementation of approved improvements. The consultant will translate leadership priorities into measurable operating practices, surface risks and resource needs, and provide factual findings to support Director‑level decisions. Note: This is a 1099 contract‑based position.

RESPONSIBILITIES

• Direct and coordinate Service Desk, Desktop Support, end‑user incident support, service requests, equipment support, and related customer‑facing technology services.
• Supervise assigned professional, technical, clerical, temporary, and contracted personnel; assign work, set expectations, coach staff, manage performance, and maintain coverage.
• Maintain service continuity through clear intake, triage, escalation, communication, major‑incident support, handoff, and recovery practices.
• Translate Director‑established priorities and service expectations into staffing plans, operating procedures, schedules, service targets, and accountable work assignments.
• Coordinate with infrastructure, cybersecurity, applications, data, PMO, business units, schools, districts, and vendors to resolve incidents, requests, dependencies, and recurring service problems.
• Manage customer communication and escalation for high‑impact issues, service disruptions, aging requests, executive support needs, and unresolved service concerns.
• Monitor service performance, backlog, aging, first‑contact resolution, escalation, customer feedback, endpoint support demand, vendor performance, and operational risks.
• Strengthen knowledge articles, standard operating procedures, self‑service content, asset handoffs, onboarding and offboarding support, and cross‑training.
• Support budget, purchasing, hardware and software request review, resource planning, and vendor oversight within delegated authority; **escalate** strategic or contractual decisions.
• Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and decisions requiring leadership action.

QUALIFICATIONS

• Former service delivery manager, service desk manager, desktop support manager, end‑user services manager, or comparable hands‑on technology operations leader.
• Demonstrated success supervising customer‑facing technical teams responsible for incident support, service requests, endpoint support, escalation, knowledge, and continual improvement.
• Experience improving ITSM practices, service metrics, customer communication, self‑service, knowledge management, queue performance, and cross‑functional service coordination.
• Strong staff leadership, customer focus, operational management, written and oral communication, vendor oversight, problem solving, and performance‑management capabilities.
• Working knowledge of computer hardware, operating systems, utilities, application software, and organizational technology support services.

PREFERRED

• Public sector, education, county government, or similarly complex and regulated experience

Additional Details

• Job Type : Contract
• Pay:$70- $95/hr. This is a 1099 independent contractor engagement and is not eligible for Pioneer benefits.
• Work Location: If not located in the LA area, must be open to >50% travel