Service Delivery Manager, Technology Enablement

Pioneer is supporting a client looking for an experienced service delivery leader to provide hands-on interim management for the Service Desk, Desktop Support, and related end-user technology support functions. The consultant will stabilize daily operations, strengthen customer service and communication, clarify ownership and escalation, improve service-management practices, and provide reliable performance visibility. This engagement is focused on day-to-day service delivery, operational continuity, staff leadership, customer experience, and implementation of approved improvements. The consultant will translate leadership priorities into measurable operating practices, surface risks and resource needs, and provide factual findings to support Director-level decisions. 

RESPONSIBILITIES

• Direct and coordinate Service Desk, Desktop Support, end-user incident support, service requests, equipment support, and related customer-facing technology services.
• Supervise assigned professional, technical, clerical, temporary, and contracted personnel; assign work, set expectations, coach staff, manage performance, and maintain coverage.
• Maintain service continuity through clear intake, triage, escalation, communication, major-incident support, handoff, and recovery practices.
• Translate Director-established priorities and service expectations into staffing plans, operating procedures, schedules, service targets, and accountable work assignments.
• Coordinate with infrastructure, cybersecurity, applications, data, PMO, business units, schools, districts, and vendors to resolve incidents, requests, dependencies, and recurring service problems.
• Manage customer communication and escalation for high-impact issues, service disruptions, aging requests, executive support needs, and unresolved service concerns.
• Monitor service performance, backlog, aging, first-contact resolution, escalation, customer feedback, endpoint support demand, vendor performance, and operational risks.
• Strengthen knowledge articles, standard operating procedures, self-service content, asset handoffs, onboarding and offboarding support, and cross-training.
• Support budget, purchasing, hardware and software request review, resource planning, and vendor oversight within delegated authority; escalate strategic or contractual decisions.
• Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and decisions requiring leadership action.

QUALIFICATIONS

• Former service delivery manager, service desk manager, desktop support manager, end-user services manager, or comparable hands-on technology operations leader.
• Demonstrated success supervising customer-facing technical teams responsible for incident support, service requests, endpoint support, escalation, knowledge, and continual improvement.
• Experience improving ITSM practices, service metrics, customer communication, self-service, knowledge management, queue performance, and cross-functional service coordination.
• Strong staff leadership, customer focus, operational management, written and oral communication, vendor oversight, problem solving, and performance-management capabilities.
• Working knowledge of computer hardware, operating systems, utilities, application software, and organizational technology support services.

PREFERRED

• Public sector, education, county government, or similarly complex and regulated experience

Additional Details
Job Type: Contract
Pay: $70- $95/hr.  This is a 1099 independent contractor engagement and is not eligible for Pioneer benefits.
Work Location: Remote with travel.