IT Service Delivery Regional Manager

Kidde Global Solutions•Bradenton, FL

1d•$99,412 - $116,955•Onsite

About The Position

The IT Service Delivery Manager is responsible for overseeing the day-to-day delivery of IT support services to internal employees and business functions within the North America region. This role ensures incidents and service requests are resolved efficiently, service levels are maintained, and users receive consistent and reliable support. The position focuses on operational execution, team supervision, and continuous minor improvements, supporting established ITIL-based service management processes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
1–2 years of team lead experience in an IT service environment

Nice To Haves

4+ years of experience in IT support or service operations
Promote a customer-focused mindset and responsive communication with internal users
ITIL Foundation certification (or working knowledge of ITIL practices)
Familiarity with ITSM tools (e.g., Freshservice, etc.)
Working knowledge of desktop support, endpoint management, and Microsoft 365 environments
Strong organizational and task management skills in a fast-paced support environment
Ability to communicate effectively with both technical teams and non-technical users
Certifications (strongly preferred): ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader modules highly desirable
Deep knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Microsoft Service Manager, Ivanti, Freshservice)
Solid understanding of enterprise IT environments (hybrid cloud, on-prem infrastructure, Microsoft 365/Azure AD, endpoint management, collaboration tools)
Strong grasp of ITIL processes and how they apply internally (no heavy focus on commercial billing/profitability)
Exceptional communication and stakeholder management skills — able to translate technical issues into business impact for non-technical audiences
Analytical mindset with the ability to use data to drive decisions and improvements
Ability to manage conflicting priorities and maintain calm under pressure during incidents

Responsibilities

Supervise daily IT support operations including incident handling, service requests, and basic problem resolution
Monitor and track service desk performance metrics (ticket resolution time, backlog, first-contact resolution, etc.) to ensure adherence to SLAs
Serve as an escalation point for operational issues and coordinate resolution with technical teams
Provide day-to-day directions and support to service desk analysts, desktop support staff, and field technicians
Team Leader support for collaboration and coordination of workflow, process and guidance to other team members.
Assist in implementing process improvements and standard procedures to increase efficiency and consistency
Participate in major incident coordination with guidance from senior leadership
Collaborate with internal IT teams (infrastructure, applications, security) to support service delivery needs
Help maintain documentation, knowledge base articles, and standard operating procedures
Support vendor coordination for routine operational issues (e.g., hardware replacements, software support)
Contribute to regular reporting on service performance for internal stakeholders