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IT SERVICE DELIVERY LEAD

IT SERVICE DELIVERY LEAD

Sharp DecisionsParsippany, NJ, United States
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  • Job Title : IT Service Delivery Lead
  • 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 : Contract

      Pay : From $120,000.00 per year

      Benefits :
    • 401(k)
    • Dental insurance
    • Health insurance
    • Vision insurance
    • Work Location : Hybrid remote in Parsippany, NJ 07054

      by Jobble

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    Delivery Lead • Parsippany, NJ, United States

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