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Management Consulting, IT Services

Service Delivery Manager, Technology Enablement (Contract)

Los Angeles, CAOnsiteContractManager / HeadPosted 18 days agoVisa sponsorship available

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Required skills

  • Service Desk
  • Desktop Support
  • end-user technology support
  • incident support
  • service requests
  • escalation
  • ITSM
  • service metrics
  • customer communication
  • self-service

Nice to have

  • public sector
  • education
  • county government
  • regulated experience
  • cybersecurity

Role summary

Pioneer is seeking an experienced Service Delivery Manager for an interim role to lead Service Desk, Desktop Support, and end-user technology support functions. The consultant will stabilize operations, enhance customer service, clarify ownership, improve service management, and provide performance visibility. Responsibilities include direct supervision of technical staff, managing incidents and service requests, ensuring service continuity, coordinating with various technology teams and vendors, and monitoring service performance and risks. Qualifications include prior experience in similar management roles, demonstrated success leading customer-facing technical teams, and experience improving ITSM practices. Public sector or regulated industry experience is preferred. This is a 1099 contract engagement paying $70-$95/hr, requiring over 50% travel if not local to the LA area.

Grow with us. Lead with us. At Pioneer, you’ll work directly with executive teams, solving complex problems and shaping strategies that reset what’s possible. Sometimes the work is headline-worthy. Sometimes it’s foundational. But every project earns trust – and earns us the right to take on more. You’ll get the kind of access, challenge, and growth found at big firms – while helping build a company that’s scaling fast and guided by what we value. If you're looking for meaning, momentum, and a seat at the table, you're in the right place.

Pioneer is supporting a client looking for an experienced service delivery leader to provide hands-on interim management for the Service Desk, Desktop Support, and related end-user technology support functions. The consultant will stabilize daily operations, strengthen customer service and communication, clarify ownership and escalation, improve service-management practices, and provide reliable performance visibility. This engagement is focused on day-to-day service delivery, operational continuity, staff leadership, customer experience, and implementation of approved improvements. The consultant will translate leadership priorities into measurable operating practices, surface risks and resource needs, and provide factual findings to support Director-level decisions.

Note: This is a 1099 contract-based position.

RESPONSIBILITIES

  • Direct and coordinate Service Desk, Desktop Support, end-user incident support, service requests, equipment support, and related customer-facing technology services.
  • Supervise assigned professional, technical, clerical, temporary, and contracted personnel; assign work, set expectations, coach staff, manage performance, and maintain coverage.
  • Maintain service continuity through clear intake, triage, escalation, communication, major-incident support, handoff, and recovery practices.
  • Translate Director-established priorities and service expectations into staffing plans, operating procedures, schedules, service targets, and accountable work assignments.
  • Coordinate with infrastructure, cybersecurity, applications, data, PMO, business units, schools, districts, and vendors to resolve incidents, requests, dependencies, and recurring service problems.
  • Manage customer communication and escalation for high-impact issues, service disruptions, aging requests, executive support needs, and unresolved service concerns.
  • Monitor service performance, backlog, aging, first-contact resolution, escalation, customer feedback, endpoint support demand, vendor performance, and operational risks.
  • Strengthen knowledge articles, standard operating procedures, self-service content, asset handoffs, onboarding and offboarding support, and cross-training.
  • Support budget, purchasing, hardware and software request review, resource planning, and vendor oversight within delegated authority; escalate strategic or contractual decisions.
  • Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and decisions requiring leadership action.

    • QUALIFICATIONS

  • Former service delivery manager, service desk manager, desktop support manager, end-user services manager, or comparable hands-on technology operations leader.
  • Demonstrated success supervising customer-facing technical teams responsible for incident support, service requests, endpoint support, escalation, knowledge, and continual improvement.
  • Experience improving ITSM practices, service metrics, customer communication, self-service, knowledge management, queue performance, and cross-functional service coordination.
  • Strong staff leadership, customer focus, operational management, written and oral communication, vendor oversight, problem solving, and performance-management capabilities.
  • Working knowledge of computer hardware, operating systems, utilities, application software, and organizational technology support services.

    • PREFERRED

  • Public sector, education, county government, or similarly complex and regulated experience

    • Additional DetailsJob Type: Contract Pay: $70- $95/hr. This is a 1099 independent contractor engagement and is not eligible for Pioneer benefits.Work Location: If not located in the LA area, must be open to >50% travel

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