Service Delivery Manager, IT Operations

$116,000 - $145,000/Yr

Iambic Therapeutics, Inc. - San Diego, CA

Full-time - Mid Level

San Diego, CA

About the position

The Service Delivery Manager, IT Operations at Iambic Therapeutics is responsible for overseeing the delivery of IT services, ensuring high performance, reliability, and customer satisfaction. This role involves hands-on IT troubleshooting, user support, and management of lab equipment and resources. The ideal candidate will manage IT service processes, optimize service performance, and coordinate cross-functional teams to meet client and stakeholder needs.

Responsibilities

• Ensure consistent, reliable, and high-quality delivery of IT services that meet agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
• Analyze current service delivery processes, identify areas for improvement, and implement strategies to enhance operational efficiency and quality.
• Act as the primary point of contact for clients and key stakeholders, building strong relationships to understand their needs, provide regular updates, and address any issues.
• Manage the implementation of changes to IT systems in collaboration with the IT team, ensuring that changes are communicated, scheduled, and executed smoothly.
• Champion continuous improvement initiatives, including the adoption of best practices, automation opportunities, and process enhancements to increase service efficiency and effectiveness.
• Identify potential risks to service delivery and implement preventive measures to mitigate disruptions and ensure business continuity.
• Oversee relationships with third-party vendors to ensure that their services align with organizational requirements and expectations.
• Provide advanced technical support for hardware, software, and network-related issues to end-users in a timely manner.
• Troubleshoot complex technical problems, escalating issues to other IT teams or vendors when necessary.
• Manage and prioritize incoming support tickets using the IT help desk system, ensuring resolution within Service Level Agreements (SLAs).
• Create and maintain documentation, FAQs, and user guides to help end-users resolve common issues independently.
• Perform regular system updates, patches, and maintenance on end-user devices (PCs, laptops, printers, etc.).
• Oversee the operation and maintenance of technology labs, ensuring that all equipment is functioning correctly and available for use by all research teams.
• Install, configure, and maintain lab software and hardware, including PCs, servers, network devices, and peripherals.
• Regularly inspect and perform preventative maintenance on lab computer systems to minimize downtime and ensure optimal performance.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• 7-9+ years of experience in IT help desk support and/or system administration.
• Experience with IT service management frameworks (such as ITIL) and familiarity with best practices in incident, problem, change, and service level management of 3rd party vendors.
• Experience managing IT Operations projects relating to the deployment of new technology, process improvement, and Information Security.
• Strong technical knowledge of Windows, macOS, Linux, and mobile systems.
• Experience with networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless networks.
• Proficient in troubleshooting and resolving hardware and software issues on desktops, laptops, printers, and other end-user devices.
• Experience managing technology labs, including hardware and software deployment and maintenance.
• Familiarity with ticketing systems (Jira, Zendesk) and remote desktop support tools.
• Strong communication skills, with the ability to explain technical issues to non-technical users in a clear and concise manner.
• Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced environment.

Nice-to-haves

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar.
• Experience with endpoint/device management solutions (e.g. Microsoft Intune, VMware Workspace ONE).