Sharp Decisions, Inc.

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