Who We Are
ActionLabs is a technology solutions company focused on delivering innovative and reliable IT, network, and infrastructure services. We partner with organizations to design, implement, and support technology initiatives that drive operational efficiency and business growth. At ActionLabs, we foster a collaborative environment where learning, innovation, and professional development are encouraged.
Job Summary
The Service Delivery Lead is responsible for overseeing Service Desk operations, ensuring SLA compliance, managing escalations, and providing technical leadership for end-user support and Unified Endpoint Management (UEM) services. This role drives service excellence, operational efficiency, and continuous improvement across IT support functions.
Key Responsibilities
- Act as the primary escalation point for complex technical issues and service requests.
- Monitor and ensure compliance with SLAs, including response and resolution times.
- Lead incident, problem, and service request management activities.
- Provide technical guidance for hardware, software, network, and end-user support.
- Develop and maintain knowledge base articles, user guides, and technical documentation.
- Train, mentor, and support Service Desk team members.
- Oversee UEM operations, including endpoint management, OSD, software deployment, and patch management.
- Coordinate deployment schedules and implementation activities with stakeholders.
- Prepare and deliver service performance and patching reports.
- Act as Level 3 support for UEM-related issues and projects.
- Identify and implement service improvement initiatives.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field.
- 5+ years of experience in Service Desk, IT Support, Endpoint Management, or IT Operations.
- Experience leading technical teams or support operations.
- Knowledge of ITIL principles and SLA management.
- Experience with UEM platforms such as Microsoft Intune, MECM/SCCM, Workspace ONE, or similar tools.
- Hands-on experience with operating system deployment, software distribution, and patch management.
- Strong troubleshooting, communication, stakeholder management, and leadership skills.
