IT Service Delivery Manager

As an IT Service Delivery Manager, you will lead the team responsible for delivering exceptional technical support experiences across the organization. You will oversee day-to-day service operations, develop a high-performing support team, and drive continuous improvement initiatives that enhance employee productivity and satisfaction. 

In this role, you will balance operational excellence with strategic problem solving, using data and insights to improve service delivery, strengthen support processes, and address root causes of recurring issues. You will partner closely with IT leadership and stakeholders across the organization to ensure employees receive reliable, timely, and customer-focused technology support. 

• Lead daily service desk operations, ensuring efficient ticket queue management and achievement of established service level agreements (SLAs). 

• Coach, mentor, and develop a team of support professionals and contractors, fostering growth, accountability, and continuous learning. 

• Cultivate a culture of authenticity, ownership, collaboration, and customer service excellence. 

• Drive continuous improvements in incident management, request fulfillment, and support workflows to increase efficiency and service quality. 

• Monitor and manage key service metrics, including ticket backlog, resolution times, SLA compliance, and customer satisfaction. 

• Analyze service trends and recurring issues to identify opportunities for long-term solutions and process optimization. 

• Administer and optimize the organization's ticketing platform, ensuring effective workflows, automation, and reporting capabilities. 

• Maintain and improve technical documentation, support procedures, and knowledge base content. 

• Partner with IT leaders and cross-functional stakeholders to resolve escalated issues and improve overall service delivery. 

• Manage staffing schedules and resource allocation to ensure adequate support coverage and responsiveness. 

• Develop reports and dashboards that provide leaders with meaningful insights into service performance and operational trends. 

• Employees receive timely, reliable support that enables them to remain productive and effective. 

• Service level objectives are consistently achieved or exceeded. 

• Support processes become more efficient through continuous improvement and automation. 

• Service metrics demonstrate measurable gains in responsiveness, quality, and customer satisfaction. 

• Team members are engaged, developing professionally, and contributing to a culture of accountability and excellence. 

• Recurring technical issues are proactively identified and addressed through root cause analysis and long-term solutions. 

The ideal candidate combines strong people leadership with operational discipline, a customer-first mindset, and the ability to improve both day-to-day service delivery and long-term support capabilities.  Applications accepted until September 25, 2026. 

• Competitive benefits: Enjoy a 6% 401(k) match with immediate vesting, flexible time off, comprehensive health and dental plans, plus wellness and mental health support through Peloton and Talkspace. 

• A meaningful career: Join a passionate community of over 1,400 employees dedicated to improving lives and driving innovative solutions to complex social challenges. 

• Commitment to growth: Thrive in a non-hierarchical environment that empowers employees to discover, develop and apply their unique talents.