Service Delivery Lead (Virginia)

About The Role The Service Delivery Lead is responsible for delivering timely and effective IT support services, ensuring incidents and service requests are resolved efficiently while maintaining a high level of user satisfaction. Reporting to the Head of Information and Technology, this role leads the internal IT support function, while acting as a key contact for end users to ensure smooth day‑to‑day IT operations. It also contributes to service delivery, vendor coordination, device management and process improvement. Key Responsibilities
- Lead in the delivery of high‑quality IT support services with a strong customer‑first mindset and clear communication.
- Log, categorise and prioritise incidents and service requests using ITSM tools.
- Escalate and coordinate issues with Level 2/3 support teams and vendors where required.
- Oversee the internal IT support function, continuously improving prioritisation, automation and overall service delivery.
- Act as the first point of contact for security incidents, while promoting security awareness across the organisation.
- Manage end‑user device lifecycle, including annual refresh programs and support hardware/software rollouts.
- Perform user administration including account and system access management.
- Maintain documentation and knowledge articles, while identifying recurring issues and driving process improvements. To Be Successful In This Role, You Will Demonstrate
- Experience in a customer‑facing IT support or leading a service delivery function.
- Robust knowledge of Microsoft 365, Windows and mobile operating systems.
- A proactive mindset with a focus on continuous improvement and customer experience.
- Experience with hardware and software configuration and troubleshooting.
- Familiarity with ITSM tools and service management processes.
- Strong communication skills with the ability to support users of varying technical levels.
- Excellent problem‑solving skills with a methodical and organised approach.
- Experience creating and maintaining documentation and knowledge articles. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3qhy81