Position Summary
The IT Manager for Service Delivery is responsible for delivering a seamless, high-quality technology experience for all employees, including executive and VIP users. This role provides operational leadership across deskside support, audio visual (A/V) services, VIP support, service delivery, hardware asset management, and IT service management (ITSM). The Manager leads and develops a team of Deskside Support Engineers, works with the Managed Service Provider (MSP) to maintain high levels of user support, and ensures end-user services are reliable, scalable, and aligned with business priorities. This role requires a strong people leader with deep experience in IT operations, customer-focused service delivery, and continuous improvement. This position will report to the Director 6 IT Operations and Cyber Security.
Responsibilities
People Leadership & Team Management
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Set clear expectations, service standards, and accountability for end user, A/V, and VIP support.
Foster a culture of ownership, professionalism, and white-glove customer service.
- Service Delivery
- Own the end-to-end delivery of deskside, A/V and Executive support services.
Ensure a consistent, high-touch support experience for senior leaders and business-critical users.
Serve as an escalation point for executive and high-impact incidents.
Monitor MSP Service Desk SLAs, KPIs, and customer satisfaction to ensure they are meeting or exceeding agreed upon levels.
- Continuously improve SLAs, KPIs and customer satisfaction metrics for both the Deskside support team.
- Audio Visual Support
Oversee support for conference rooms, meeting spaces and collaboration technologies.
Ensure reliable operation of A/V systems, including video conferencing and hybrid meeting solutions.
Establish A/V standards, support models and preventive maintenance practices.
- Partner with local site leadership, facilities groups and vendors to plan, deploy and upgrade A/V technologies.
- IT Service Management
Oversee ITSM processes including incident, request, problem, and change management.
Ensure alignment with ITIL best practices, organizational governance, and agreed upon SLAs and KPIs.
Create internal escalation and critical incident processes to provide best-in-class support to the Chickadee business.
Work with MSP to define and populate the Chickadee service request catalog.
Lead Problem Management via root cause analysis (RCA) and continuous service improvement initiatives.
Work with the MSP to optimize the use of an ITSM platform such as ManageEngine or Freshservice to manage workflows, reporting and automation.
- Partner with other IT teams to ensure effective ITSM tool configuration, adoption and data quality.
- Hardware Asset Management
Own the full lifecycle management of end user hardware assets (procurement, deployment, refresh and disposal).
Ensure accurate asset tracking, compliance and cost control.
Assist in the development and execution of the end user services strategy and roadmaps
Identify opportunities to improve efficiency, automation and the overall employee technology experience.
- Report on service performance, trends, and improvement initiatives to IT leadership.
Qualifications
10+ years of experience in end user support, desktop services or IT operations.
7+ years of people management, leading technical support teams.
Demonstrated experience delivering VIP or executive-level support.
Strong experience with IT service management (ITIL preferred).
Hands-on experience using and administering ITSM tools such as ServiceNow, or ManageEngine.
Proven experience managing service delivery metrics such as SLAs, KPIs and customer satisfaction.
Excellent leadership, communication and stakeholder management skills.
Experience in chemical and/or manufacturing industries.
ITIL certification (Foundation or higher).
Experience leading multi-site or enterprise-scale support teams.
Experience supporting enterprise collaboration platforms (e.g. Microsoft Teams, Zoom).
Experience working in the Microsoft 365 environment.
Experience in working for or working with an MSP partner for enterprise support.
Experience implementing or significantly improving ITSM platforms.
Education Requirements
A bachelor 27s degree in an Information Technology related discipline is required (Information Technology, Computer Science, Management Information Services, etc.).
