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IT Service Delivery Manager

2 months ago

Silver Spring, Maryland, United States TEKsystems Full time

TEKsystems is seeking a highly qualified and experienced IT Service Delivery Manager to join our dynamic team on a long-term contract assignment.

The ideal candidate will manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner. They will execute an IT service delivery strategy aligned with organizational goals and long-term business objectives, establish and monitor Service Level Agreements (SLAs) and metrics to measure service desk performance, and maintain IT service management practices based on industry frameworks such as ITIL and ITSM.

Responsibilities:

  • Manage the daily operations of the service desk, ensuring all service requests and incidents are resolved promptly and efficiently.
  • Develop and execute an IT service delivery strategy aligned with organizational goals and long-term business objectives.
  • Establish and monitor Service Level Agreements (SLAs) and metrics to measure service desk performance.
  • Maintain IT service management practices based on industry frameworks such as ITIL and ITSM.
  • Manage incident and problem processes, ensuring all service desk staff are trained and equipped to provide excellent customer service.
  • Develop and maintain strong relationships with key stakeholders across the IT organization.
  • Collaborate with other IT functional areas to facilitate the resolution of complex technical issues.

Qualifications:

  • Relevant industry certifications (Microsoft certifications, ITIL, etc.).
  • Experience building and maintaining ITSM solutions (preferably Ivanti Neurons).
  • Experience managing and licensing Microsoft products such as the M365 suite of solutions including O365, Teams, and SharePoint.
  • Understanding of modern Microsoft solutions such as the Power Platform and Copilot.
  • Experience with Adobe suite of products, Autodesk products, and other engineering software.
  • Strong problem-solving skills and a proactive approach to identifying and resolving issues.
  • Strategic thinking with the ability to align technology initiatives with business goals.
  • Excellent communication and interpersonal skills, including the ability to explain complex technical concepts to non-technical stakeholders.