We are looking for a skilled Service Delivery Manager to oversee IT support operations and ensure seamless service delivery across day and swing shifts. This role combines leadership, technical expertise, and stakeholder engagement to meet organizational needs effectively. The ideal candidate will drive team performance, manage escalations, and maintain strong relationships with business units while supporting key IT projects and events. Based in Las Vegas, Nevada, this position offers the opportunity to lead a dynamic team and contribute to continuous improvement initiatives.<br><br>Responsibilities:<br>• Lead and manage service desk teams across multiple shifts, ensuring consistent and detail-oriented IT support.<br>• Serve as the primary escalation point for critical issues, providing hands-on assistance when necessary.<br>• Oversee equipment deployments, including laptops, peripherals, and other devices, as well as IT support for events.<br>• Build and maintain strong relationships with business units to anticipate and address IT requirements.<br>• Monitor and analyze service desk performance, producing reports on ticket volume, customer satisfaction, and compliance.<br>• Identify recurring technical challenges and collaborate on strategies to improve processes and outcomes.<br>• Support major incident resolution efforts and participate in post-incident review sessions to identify improvement opportunities.<br>• Mentor service desk staff to enhance technical skills, customer service, and communication capabilities.<br>• Recommend and implement process improvements to optimize team efficiency and service delivery.<br>• Foster a culture of accountability and continuous learning within the team.

• Proven experience in IT service desk or service delivery leadership roles.<br>• Strong understanding of ITIL principles and best practices.<br>• Proficiency in remote desktop support and tools such as Cisco Webex Meetings.<br>• Experience with Azure Active Directory and Intune for device and user management.<br>• Exceptional communication and stakeholder management skills.<br>• Ability to prioritize and coordinate multiple IT operations effectively.<br>• Hands-on technical expertise to assist with complex issues and escalations.<br>• Customer-focused mindset with a commitment to delivering high-quality service.

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