- Company Name
- Levy Global
- Job Title
- Information Technology Service Delivery Lead
- Job Description
-
Job title: Information Technology Service Delivery Lead
Role Summary: Own end‑to‑end workplace IT operations, leading a team of workstation and service desk specialists to deliver reliable, secure, and scalable IT support while driving automation and continuous improvement.
Expectations: Deliver consistent SLA/KPI performance, act as the primary escalation point for complex incidents, champion a user‑centric service culture, and partner with engineering and security to safeguard network and endpoint environments.
Key Responsibilities:
- Lead, coach, and mentor the IT workplace and service desk team, ensuring professional growth and high‑quality support.
- Manage ticketing, incident, and service request processes, maintaining SLA/KPI compliance.
- Serve as escalation owner for high‑priority incidents, coordinating cross‑functional resolution.
- Endorse automation, self‑service tools, and process improvements to enhance efficiency and user experience.
- Oversee configuration and optimization of Google Workspace, Intune/MDM, Jamf, and ITSM platforms (ServiceNow, Jira, Freshservice, etc.).
- Control IT asset lifecycle, user provisioning, onboarding/offboarding, and inventory management.
- Monitor corporate network performance and enforce endpoint security policies.
- Collaborate with engineering, security, and compliance teams to maintain secure, compliant operations.
- Produce and present regular performance reports, trend analyses, and improvement recommendations.
Required Skills:
- 8–12 years in IT operations/service delivery, with 2–3 years in a leadership role.
- Deep proficiency with Google Workspace, MDM solutions (Intune, Jamf), and ITSM tools.
- Strong knowledge of network management, endpoint security, identity access controls, and ITIL best practices.
- Proven ability to lead distributed teams, resolve escalations, and influence stakeholders.
- Excellent communication, problem‑solving, and stakeholder‑management skills.
- Automation‑first mindset focused on user experience and continuous improvement.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- ITIL v3 or v4 certification (recommended).