Delivery Manager - Service Desk S

Job Description
• Manage and lead the service desk team to ensure efficient operations • Implement and maintain service desk processes and procedures • Monitor service desk performance and KPIs to ensure targets are met • Coordinate with internal teams to resolve complex service issues • Evaluate and implement tools and technologies to enhance service desk efficiency • Develop and deliver training programs for service desk staff to improve service delivery and customer satisfaction.

1. Service Delivery & Operations

• Own overall delivery of Workplace Services at the client site, ensuring a consistent, high-quality end-user experience.
• Ensure adherence to SLAs, KPIs, security standards, and operational processes.
• Act as the primary onsite escalation point for high-severity incidents and service disruptions.
• Oversee incident, problem, change, and request management aligned to ITIL best practices.

2. Team & People Management

• Lead and manage onsite teams covering:
  • Desktop Engineering
  • White Glove / VIP Support
  • Service Desk & ITSM Tools
  • Microsoft Teams, SharePoint & OneDrive
  • Collaboration Tools & Team Managers
• Provide leadership, mentoring, performance management, and career development.
• Manage staffing, shift coverage, and workload balancing.
• Drive a culture of accountability, customer focus, and continuous improvement.

3. ITSM Tools, Reporting & Analytics

• Own operational governance of ITSM tools (e.g., ServiceNow or equivalent).
• Design, build, and run standard and ad-hoc reports in ServiceNow covering incidents, requests, changes, SLAs, assets, and CSAT.
• Develop and maintain operational dashboards for real-time visibility into service health, trends, and risks.
• Analyze service data to identify patterns, root causes, improvement opportunities, and automation candidates.
• Translate complex data into actionable insights for leadership, clients, and operational teams.
• Ensure accuracy, consistency, and integrity of service data and reporting outputs.

4. Desktop, White Glove & Endpoint Services

• Oversee lifecycle management of desktops, laptops, peripherals, and endpoint tools.
• Ensure proactive, personalized White Glove/VIP support for executives and key users.
• Coordinate with engineering teams on OS imaging, patching, software deployment, and refresh programs.

5. Teams, SharePoint, OneDrive & Collaboration Services

• Manage support, adoption, and stability of Microsoft Teams, SharePoint Online, and OneDrive for Business.
• Ensure effective collaboration, document management, and secure file-sharing across the organization.
• Oversee onboarding, access management, permissions, and issue resolution for collaboration platforms.
• Partner with security and compliance teams to meet data governance, retention, and protection requirements.

6. Stakeholder & Client Management

• Act as the primary onsite interface with client stakeholders and business leadership.
• Present data-driven service reviews, dashboards, and performance insights.
• Manage escalations with clear communication, ownership, and timely resolution.
• Align workplace services and improvement roadmaps with business priorities.

7. Continuous Improvement & Service Optimization

• Use analytics and trend analysis to proactively improve service quality and efficiency.
• Drive reduction in repeat incidents, manual effort, and escalations through problem management and automation.
• Support workplace transformation initiatives including M365 adoption, SharePoint migrations, and hybrid work enablement.

Qualifications
Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications
PMP - UdemyUdemy, Set of certifications from IT Infrastructure Library (ITIL) - EXINEXIN

Required Skills
Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Change Management, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Field Support, Inclusion, IT Service Desk, Mac OS Support, Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Storytelling, Workplace Services

Language
English

Language Proficiency -
Proficient - C2

Additional Job Location -

Job Type
Regular

Master Skill List -
Service Desk S

Remote Type -
Hybrid

Work Shift -
Flex Time (United States of America)

The approximate annual base compensation range for this position is:
80,000 to 100,000 USD

Work-from-Anywhere Roles - "Los Angeles California-based candidates are not eligible for this role"

The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity.