Information Technology IT Functional Lead
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
JOb TItle: IT Service Delivery Lead Desktop & Mobility - Functional Lead
Job Duration: 5 months
Job Location: Raleigh North Carolina 27601
Job Duration: 5 months
Job Location: Raleigh North Carolina 27601
Job Summary
looking for a globally experienced IT service delivery leader who can drive process metrics and change across distributed teams-without formal people management authority-while keeping the customer experience front and center
We are looking for an experienced IT Service Delivery Lead to oversee our Desktop & Mobility (End User Computing) services across global regions.
This is a senior individual contributor role with no direct people management but strong functional leadership responsibility.
You will work with IT support teams around the world to ensure stable service delivery improve processes manage incidents and escalations and drive improvements based on customer feedback. Success in this role requires strong communication problem-solving skills and the ability to influence teams without direct authority.
looking for a globally experienced IT service delivery leader who can drive process metrics and change across distributed teams-without formal people management authority-while keeping the customer experience front and center
We are looking for an experienced IT Service Delivery Lead to oversee our Desktop & Mobility (End User Computing) services across global regions.
This is a senior individual contributor role with no direct people management but strong functional leadership responsibility.
You will work with IT support teams around the world to ensure stable service delivery improve processes manage incidents and escalations and drive improvements based on customer feedback. Success in this role requires strong communication problem-solving skills and the ability to influence teams without direct authority.
Key Responsibilities
Lead global Desktop & Mobility service delivery across multiple regions and time zones
Work closely with IT support teams to ensure consistent and reliable end-user support
Monitor incident tickets SLAs backlog and aging trends
Implement and maintain service metrics and performance reporting
Proactively identify issues and lead problem resolution efforts
Lead root cause analysis for escalations and stakeholder complaints
Ensure corrective and preventive actions are implemented and effective
Continuously improve processes to deliver better service to local HR and business teams
Collaborate with cross-functional teams to resolve complex issues
Lead small service improvements and enhancements using Agile methods
Communicate service performance risks and improvements to leadership
Lead global Desktop & Mobility service delivery across multiple regions and time zones
Work closely with IT support teams to ensure consistent and reliable end-user support
Monitor incident tickets SLAs backlog and aging trends
Implement and maintain service metrics and performance reporting
Proactively identify issues and lead problem resolution efforts
Lead root cause analysis for escalations and stakeholder complaints
Ensure corrective and preventive actions are implemented and effective
Continuously improve processes to deliver better service to local HR and business teams
Collaborate with cross-functional teams to resolve complex issues
Lead small service improvements and enhancements using Agile methods
Communicate service performance risks and improvements to leadership
Required Qualifications
Bachelors degree (or equivalent experience)
4 years of experience as a manager service delivery lead or functional lead
Strong experience in IT Desktop & Mobility / End User Computing environments
Experience working with global teams across multiple time zones
Solid understanding of IT Service Management (ITSM) processes
Proven ability to lead through influence without direct reports
Strong communication skills with technical and non-technical stakeholders
Bachelors degree (or equivalent experience)
4 years of experience as a manager service delivery lead or functional lead
Strong experience in IT Desktop & Mobility / End User Computing environments
Experience working with global teams across multiple time zones
Solid understanding of IT Service Management (ITSM) processes
Proven ability to lead through influence without direct reports
Strong communication skills with technical and non-technical stakeholders
Qualifications (Nice to Have)
Experience with Lean Continuous Improvement or Six Sigma principles
Familiarity with Agile methodology
Experience using tools such as ServiceNow SharePoint Jira or similar
Experience driving improvements based on customer or stakeholder feedback
Experience with Lean Continuous Improvement or Six Sigma principles
Familiarity with Agile methodology
Experience using tools such as ServiceNow SharePoint Jira or similar
Experience driving improvements based on customer or stakeholder feedback
What Success Looks Like in This Role
Stable and reliable Desktop & Mobility services globally
Reduced ticket aging and recurring issues
Clear service metrics and actionable reporting
Improved stakeholder satisfaction
Strong collaboration across IT and business teams
Stable and reliable Desktop & Mobility services globally
Reduced ticket aging and recurring issues
Clear service metrics and actionable reporting
Improved stakeholder satisfaction
Strong collaboration across IT and business teams
Key Skills
- Business Process
- Active Directory
- Customer Service
- Information Technology
- HIPAA
- Information Security
- Infrastructure
- Linux
- Project Management
- Nist
- Risk Assessments
- Procedures
- hardware
- Data Analysis
- Technical Support
