Service Delivery Team Lead

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Lead a team of technical staff responsible for providing computer hardware, software, and technical support to all departments while also providing Tier 3 technical support for computer hardware and account access issues. In this position, you’ll be responsible for collaborating with internal departments and external vendors to ensure that Esri is providing the right solutions to meet the changing needs of the organization.


  • Provide supervision, direction, and mentoring to a team supporting daily technical operations
  • Coordinate computing requirements information sessions to facilitate purchasing decisions on behalf of our colleagues
  • Work with various technical teams to establish best practices related to hardware/software configuration, distribution, and monitoring
  • Facilitate the learning, evaluation, and testing of new operating systems and hardware to grow the knowledge base of the Service Desk operations team
  • Participate/facilitate vendor-sponsored training specific to new technologies, hardware configurations, process improvements
  • Recommend purchase of computer systems and peripherals across all Esri departments by evaluating internal departmental needs
  • Participate in the negotiation and review of hardware and service support agreements
  • Proactively seek opportunities to reduce total computer hardware costs
  • Ensure maintenance of hardware asset management
  • Monitor and coordinate workflows for the Service Desk and Desktop support team
  • Collaborate with other team leads to ensure overall customer support is aligned with established service level agreements
  • Proactively communicate IST initiated changes to affected departments
  • Create and validate customer facing instructions and FAQs
  • Be the voice of the customer within IST


  • 5 years of industry experience
  • Self-motivated and able to work efficiently with minimal supervision
  • Ability to manage priorities and work under pressure
  • Strong written and verbal communication skills
  • Strong interpersonal and leadership skills with the ability to effectively work in an environment that values teamwork and collaboration
  • Lead and attend interdepartmental meetings as required
  • Supervisory skills
  • Strong technical knowledge supported by previous work in IT
  • High school diploma or equivalent (bachelor’s in information systems, computer science, or related discipline preferred)

About Esri

Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.


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