Manager of IT Service Delivery

About the role

Are you a hands-on IT leader passionate about delivering exceptional technology services, driving operational excellence, and developing high-performing teams? We are seeking a Manager, IT Service Delivery to lead daily IT operations, infrastructure services, and end-user support while ensuring outstanding service delivery across the organization.

Responsibilities

• Lead IT Service Delivery Operations
• Manage day-to-day Infrastructure and Help Desk/Desktop operations, including incidents, service requests, ticket queues, SLAs, escalations, scheduling, and resource allocation.
• Ensure reliable support for Windows and Mac environments, Microsoft 365, Azure, AWS, networking, telecommunications, cloud platforms, and endpoint technologies.
• Serve as the primary escalation point for critical service disruptions, VIP support issues, and operational incidents.
• Cookpord after-hours support, maintenance activities, emergency response efforts, and on-call coverage.
• Drive Operational Excellence
• Oversee infrastructure, cloud, network, storage, endpoint, telecommunications, and audio/visual support services.
• Monitor service performance through KPIs, dashboards, and reporting metrics.
• Lead incident, problem, change, and request management processes using ITSM best practices.
• Ensure operational readiness through monitoring, patching, backup and recovery, asset lifecycle management, and documentation governance.
• Drive continuous service improvement initiatives to enhance reliability, efficiency, and customer satisfaction.
• Develop and Lead High-Performing Teams
• Recruit, hire, onboard, coach, mentor, and develop Infrastructure and Help Desk professionals.
• Conduct performance reviews, workforce planning, employee development, and corrective action when needed.
• Foster a culture of accountability, collaboration, innovation, customer service, and technical excellence.
• Identify staffing, training, and skill development opportunities to support organizational growth.
• Partner Across the Business
• Collaborate with Cybersecurity teams on vulnerability remediation, endpoint security, access management, audit readiness, incident response, disaster recovery, and business continuity initiatives.
• Cookordinate vendor relationships, procurement activities, licensing, renewals, and technology refresh programs.
• Support strategic IT initiatives and infrastructure modernization projects.
• Communicate service updates, outage notifications, maintenance schedules, and operational changes to stakeholders across the organization.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• 5+ years of progressive experience in IT Service Delivery, IT Operations, Infrastructure Support, Help Desk Management, or related technology leadership roles.
• Experience leading and supervising technical teams, including hiring, coaching, performance management, and employee development.
• Working knowledge of ITIL principles and service management processes including Incident, Problem, Change, Request, and Service Level Management.
• Hands-on experience supporting enterprise environments that include: Microsoft 365, Microsoft Azure, Amazon Web Services (AWS), Windows and Mac operating systems, Fortinet networking technologies, telecommunications, and endpoint support.
• Experience managing vendor relationships, ITSM platforms, operational reporting, knowledge management, and service metrics.
• Excellent communication, leadership, problem-solving, and stakeholder management skills.

Preferred Qualifications

• 2+ years of formal people leadership experience.
• ITIL, PMP, CAPM, CompTIA, Microsoft, Fortinet, Cloud, or Endpoint Management certifications.
• Experience with PowerShell, Python, Microsoft Graph, APIs, automation, orchestration, or systems integration.
• Knowledge of cybersecurity, compliance, disaster recovery, business continuity, and operational resilience practices.