firstPRO, Inc
Information Technology Service Delivery Manager - Direct Hire
firstPRO, Inc, Boston, Massachusetts, us, 02298
Overview
Information Technology Service Delivery Manager - Direct Hire We’re looking for a hands-on IT Service Delivery Manager to lead our global onsite support and vendor service desk teams. Responsibilities
Lead and mentor the onsite support team while managing external vendor resources. Drive consistency and best practices for IT support across global offices. Build strong partnerships with business stakeholders and third-party vendors. Oversee hardware lifecycle (laptops, desktops, mobile devices, AV/conference room tech). Serve as an escalation point for incidents, ensuring root causes are addressed. Manage SaaS renewals, vendor relationships, and critical IT communications. Track, report, and present KPIs to leadership while identifying opportunities for improvement. What We’re Looking For
5+ years of experience managing IT Service Delivery, End-User Support, or Service Desk teams. Proven track record in people leadership and vendor management. Strong collaboration and customer service mindset. Proficiency with ServiceNow, ITIL/ITSM frameworks, O365/Office 365, Windows OS, Teams Voice, and MDM solutions. Familiarity with AV/video conferencing technologies, MFA, and printers. Bachelor’s degree in IT or equivalent professional experience. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Hospitals and Health Care Location: Boston, MA. Compensation: $110,000.00-$125,000.00
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Information Technology Service Delivery Manager - Direct Hire We’re looking for a hands-on IT Service Delivery Manager to lead our global onsite support and vendor service desk teams. Responsibilities
Lead and mentor the onsite support team while managing external vendor resources. Drive consistency and best practices for IT support across global offices. Build strong partnerships with business stakeholders and third-party vendors. Oversee hardware lifecycle (laptops, desktops, mobile devices, AV/conference room tech). Serve as an escalation point for incidents, ensuring root causes are addressed. Manage SaaS renewals, vendor relationships, and critical IT communications. Track, report, and present KPIs to leadership while identifying opportunities for improvement. What We’re Looking For
5+ years of experience managing IT Service Delivery, End-User Support, or Service Desk teams. Proven track record in people leadership and vendor management. Strong collaboration and customer service mindset. Proficiency with ServiceNow, ITIL/ITSM frameworks, O365/Office 365, Windows OS, Teams Voice, and MDM solutions. Familiarity with AV/video conferencing technologies, MFA, and printers. Bachelor’s degree in IT or equivalent professional experience. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Hospitals and Health Care Location: Boston, MA. Compensation: $110,000.00-$125,000.00
#J-18808-Ljbffr