IT SERVICE DELIVERY LEAD

*Job Title: IT Service Delivery Lead*Increase your chances of reaching the interview stage by reading the complete job description and applying promptly.*Position Summary*Our client is seeking an experienced and hands-on IT Service Delivery Manager to oversee their end-user platforms and desktop operations, while also serving as a senior technical leader. This is a role for a proactive problem-solver with a strong focus on customer-centricity and empathy. You will guide and mentor the IT support team while remaining directly involved in the day-to-day work, including building and configuring PCs/laptops, managing Microsoft 365, and supporting Microsoft Virtual Desktop. Your primary goal will be to provide a stellar support experience to our associates and clients, ensuring their needs are met with responsiveness and high-quality work.The IT Service Delivery Manager will also play a critical role in security operations, including Data Loss Prevention (DLP), Microsoft licensing management, Conditional Access, audit compliance, and email security.*Key Responsibilities** *Lead with Empathy:* Serve as the senior technical lead for desktop and IT support, providing mentorship and guidance with a focus on delivering solutions that are both effective and user-friendly.* *Deliver Quality Work:* Remain actively engaged in hands-on technical tasks, including building, imaging, and configuring laptops and desktops to ensure the delivery of high-quality equipment.* *Ensure Seamless Operations:* Manage and optimize Microsoft 365 services to provide seamless and productive user experience.* *Be Responsive:* Oversee help desk ticketing, ensuring timely resolution and continuous improvement of the end-user experience.* *Empower Users:* Create and maintain clear, user-friendly technical documentation, knowledge base articles, and training guides to empower users and promote self-service.* *Troubleshoot with Care:* Act as a senior-level escalation point, providing responsive and empathetic support for complex end-user and system issues.* Collaborate with Security and Infrastructure teams on endpoint protection, device compliance, and patching strategies to proactively secure user environments.* Administer and support Exchange Online and Mimecast for email security, archiving, and continuity.* Support conference room AV and video conferencing solutions, ensuring reliable and responsive meeting experiences.* Manage Microsoft licensing, Conditional Access, and DLP policies to maintain security and compliance.* Manage Microsoft patch process management and reporting for desktops and laptops.* Ensure all IT systems, processes, and documentation meet internal and external audit requirements.*Qualifications** 5+ years of hands-on experience in IT support, desktop engineering, or end-user computing, with a proven track record of customer satisfaction.* Demonstrated ability to lead initiatives and provide direction while remaining hands-on and responsive to the needs of the business.* Strong knowledge of Microsoft 365 administration.* Excellent troubleshooting skills with a focus on quickly and effectively resolving user issues.* Experience with Mimecast or similar email security platforms.* Experience building and configuring desktops/laptops.* Experience supporting and troubleshooting conference room AV/video conferencing systems.* Experience ensuring compliance with IT audits, policies, and regulatory requirements.*Preferred Skills** PowerShell scripting for automation and administration to improve efficiency and consistency.* Python or similar scripting languages for process automation.* Knowledge of Azure AD, Conditional Access, and related security policies.* Experience with IT service management frameworks such as ITIL.Job Type: ContractPay: From $120,000.00 per yearBenefits:* 401(k)* Dental insurance* Health insurance* Vision insuranceWork Location: Hybrid remote in Parsippany, NJ 07054

Created: 2025-09-26