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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Lead - **Company:** A-dec - **Location:** Newberg, OR, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Software as a Service, Cloud Computing, Data Migration, Information Technology Operations, Software Licensing, Information Technology, Servicenow - **Published:** August 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f66bbd1473033667 ## About the Role * Ability to work independently, as well as, in a team environment, with experience leading others. * Strong written and verbal communication skills, with the ability to effectively motivate, lead, and manage employees. * Excellent organizational skills, with the ability to manage time and resources effectively. * Ability to work collaboratively to leverage perspectives and drive optimal results. * Demonstrated interest in and aptitude for growth in developing competency across infrastructure, cloud, security, and service delivery domains Education and Experience * BA/BS degree or equivalent experience. * Minimum of 5 years of progressive experience in an enterprise IT environment, with demonstrated advancement from hands-on technical support roles into lead, senior, or coordination responsibilities. * Demonstrated experience with enterprise ITSM platforms at an administrative or configuration level (e.g. ServiceNow) required. * Demonstrated experience with end-user support operations, endpoint lifecycle management in a managed enterprise environment. ## Description This position serves as the senior individual contributor and technical expert within the Information Technology Help Desk Team. The IT Service Delivery Lead provides hands-on leadership in the execution and continuous improvement of IT services operations, including help desk support, endpoint lifecycle coordination, vendor collaboration, and small-to-medium IT project coordination. This role acts as a key resource and point of coordination for daily operations, helping guide priorities, resolve complex issues, and ensure consistent service delivery. While not a formal people leader, the IT Service Delivery Leader offers direction, mentorship, and subject matter expertise to team members and may act as a delegate for the IT Operations Manager when needed., * Oversee day-to-day help desk operations, serving as the primary escalation point for complex, high-priority, or sensitive incidents across all IT service areas. * Serve as the after-hours and on-call incident coordinator for high-impact incidents affecting operations technology or end-user productivity. Lead post-incident reviews; document root-cause findings and drive corrective action items to closure. * Drive improvements to key performance indicators (KPIs) for IT service delivery, including first-contact resolution rate, mean time to resolution, ticket aging, SLA compliance, and customer satisfaction scores. * Analyze ticket trends, recurring incidents, and systemic issues; lead root-cause analysis efforts and drive permanent resolutions through process and configuration improvements. * Manage day-to-day relationships with endpoint hardware, software licensing, and SaaS vendors; serve as the primary IT contact for service delivery issues and escalations and factory operations support. * Act as tactical project lead for small-to-medium IT projects, including technology rollouts, system migrations, and service deployments. * Partners with manger to ensure help desk team readiness prior to go-live for all technology changes affecting end users; develop and deliver supporting documentation and training as needed. * Oversees the full lifecycle of endpoint devices, including desktops, laptops, peripherals, and A/V conferencing technologies, across all company locations. Maintain accurate asset inventory and lifecycle records; develop and manage replacement schedules aligned with budget cycles and proactively surface refresh recommendations. Coordinate device imaging, configuration, compliance validation, data migration, and user-ready delivery to ensure minimal disruption during replacements and deployments. * Coordinate response efforts across IT staff and vendors during major incidents; communicate status and resolution timelines to affected stakeholders. * Provide mentorship to help desk team members, including skills coaching, knowledge transfer, . ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Swapping a Data Warehouse at Runtime: Zero-Downtime Migration Without Changing a Single Client](https://www.wearedevelopers.com/videos/100311-swapping-a-data-warehouse-at-runtime-zero-downtime-migration-without-changing-a-single-client) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Should Tech Managers Be Developers First? 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