Service Delivery Manager, Technology Enablement
Pioneer Management Consulting
$70 - $95 / hour
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Description
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.
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 Details
Job Type: Contract
Pay: $70- $95/hr. This is a 1099 independent contractor engagement and is not eligible for Pioneer benefits.
Work Location: Remote with travel.
About this role
Pioneer Management Consulting is placing an experienced service delivery leader into a temporary, hands-on interim management role at a public-sector client. You'd oversee the Service Desk, Desktop Support, and end-user technology functions—stabilizing operations, clarifying workflows and accountability, and translating leadership priorities into measurable practices. The work spans direct staff supervision, incident and request management, cross-functional coordination with infrastructure and business units, customer escalation, performance monitoring, and operational reporting. This is fundamentally about restoring operational health and visibility during a transition period.
The role calls for someone who has managed technology service teams before and has a track record improving ITSM practices, service metrics, and customer communication. You'll need hands-on knowledge of hardware, operating systems, and support tools; strong staff leadership and communication skills; and the ability to surface risks and resource gaps clearly to leadership. Public-sector or education experience is valued given the client environment's complexity and regulatory context.
This is a contract position based in Denver with remote flexibility and travel, paying $70–$95 per hour. It's a 1099 engagement without benefits, so it suits someone seeking interim or project-based work rather than permanent placement.
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Pay for this role
$70 to $95 per hour
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