Overview

This position serves as the senior individual contributor and technical expert within the Information Technology Help Desk Team. The IT Service Delivery Lead provides hands-on leadership in the execution and continuous improvement of IT services operations, including help desk support, endpoint lifecycle coordination, vendor collaboration, and small-to-medium IT project coordination.
This role acts as a key resource and point of coordination for daily operations, helping guide priorities, resolve complex issues, and ensure consistent service delivery. While not a formal people leader, the IT Service Delivery Leader offers direction, mentorship, and subject matter expertise to team members and may act as a delegate for the IT Operations Manager when needed.

JOB DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day help desk operations, serving as the primary escalation point for complex, high-priority, or sensitive incidents across all IT service areas.

• Serve as the after-hours and on-call incident coordinator for high-impact incidents affecting operations technology or end-user productivity. Lead post-incident reviews; document root-cause findings and drive corrective action items to closure.

• Drive improvements to key performance indicators (KPIs) for IT service delivery, including first-contact resolution rate, mean time to resolution, ticket aging, SLA compliance, and customer satisfaction scores.

• Analyze ticket trends, recurring incidents, and systemic issues; lead root-cause analysis efforts and drive permanent resolutions through process and configuration improvements.

• Manage day-to-day relationships with endpoint hardware, software licensing, and SaaS vendors; serve as the primary IT contact for service delivery issues and escalations and factory operations support.

• Act as tactical project lead for small-to-medium IT projects, including technology rollouts, system migrations, and service deployments.
• Partners with manger to ensure help desk team readiness prior to go-live for all technology changes affecting end users; develop and deliver supporting documentation and training as needed.

• Oversees the full lifecycle of endpoint devices, including desktops, laptops, peripherals, and A/V conferencing technologies, across all company locations. Maintain accurate asset inventory and lifecycle records; develop and manage replacement schedules aligned with budget cycles and proactively surface refresh recommendations. Coordinate device imaging, configuration, compliance validation, data migration, and user-ready delivery to ensure minimal disruption during replacements and deployments.

• Coordinate response efforts across IT staff and vendors during major incidents; communicate status and resolution timelines to affected stakeholders.

• Provide mentorship to help desk team members, including skills coaching, knowledge transfer, .

QUALIFICATIONS:

Knowledge, Skills, and Abilities

• Ability to work independently, as well as, in a team environment, with experience leading others.
• Strong written and verbal communication skills, with the ability to effectively motivate, lead, and manage employees.
• Excellent organizational skills, with the ability to manage time and resources effectively.
• Ability to work collaboratively to leverage perspectives and drive optimal results.
• Demonstrated interest in and aptitude for growth in developing competency across infrastructure, cloud, security, and service delivery domains

Education and Experience

• BA/BS degree or equivalent experience.
• Minimum of 5 years of progressive experience in an enterprise IT environment, with demonstrated advancement from hands-on technical support roles into lead, senior, or coordination responsibilities.
• Demonstrated experience with enterprise ITSM platforms at an administrative or configuration level (e.g. ServiceNow) required.
• Demonstrated experience with end-user support operations, endpoint lifecycle management in a managed enterprise environment.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not to be construed as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. A-dec reserves the right to assign job duties and days and hours of work based on factors such as workload requirements, staffing levels, and customer demands.