Job Title: Service Delivery Manager
Job Location: Washington, DC
Duration: 12+ months contract with possible extension
About Edify :
Headquartered in Naperville, IL, we are a dynamic team with over two decades of industry expertise, dedicated to delivering robust business solutions, staff augmentation, and a comprehensive range of application and web services. Recognized as one of INC. Magazine''s Fastest Growing Private Companies, we''re committed to empowering businesses with innovative technology solutions.
At Edify Technologies, we partner with customers globally, empowering them to enhance their technology footprint, reduce unnecessary costs, develop sustainable IT solutions, and gain a competitive edge in today''s digital world. We believe in creating an impact through innovation, driving tangible results that propel businesses forward.
Job Description:
Required Skills:
- Experience managing IT Service Desk operations in a fast-paced Agile environment, balancing day-to-day support and long-term strategy while adhering to ITSM frameworks and security policies.
- Strong hands-on experience with Microsoft O365, Copilot, ServiceNow, Azure, Cisco Secure Client, Zscaler, Windows 11, iOS, AV/telecom systems, and network technologies.
- Proven leadership managing technical Service Desk teams, driving service delivery, escalations, and operational performance.
- Experience supporting IT environments, including asset, knowledge, and configuration management with strict policy compliance.
- Expertise in service delivery workflows, process improvement, project planning, and resource coordination.
- Strong leadership, communication, and problem-solving skills with experience training and managing support staff.
- Experience in IT asset lifecycle management (imaging, deployment, refresh, repair, decommission, and security compliance).
- Ability to design and implement service delivery processes, including ticket intake, tracking, and resolution.
- Experience analyzing SLAs, KPIs, and customer feedback to improve service performance and operations.
- Experience working with stakeholders and contractors to meet service delivery and incident management goals.
Certification & Qualifications:
- 10+ years of experience managing IT Service Desk operations and teams.
- ITIL v3 Foundation certification with strong ITSM/Service Operations knowledge.
We Believe in Diversity & Inclusion:
As a minority-owned company, we deeply value and prioritize inclusion and diversity within our organization. We believe that a diverse and inclusive workforce fosters innovation, creativity, and empathy, leading to a richer and more rewarding work environment. We are committed to cultivating a workplace where every team member feels valued, respected, and empowered to contribute their unique perspectives and talents. Join us and be a part of a team that celebrates diversity, cherishes different perspectives, and fosters a collaborative and supportive community.
#InclusionAndDiversity #Empowerment #EdifyTechnologies #JoinOurTeam #Hiring
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