IT Service Delivery Lead

NOVA Engineering and Environmental is seeking an experienced and technically skilled IT Service Delivery Lead to join our IT support team in Kennesaw, GA. This is a hybrid role that will require working from the Kennesaw office 3 days per week. This role is responsible for owning outsourced IT service delivery outcomes including, including setting service expectations, resolving escalated support requests, performing advanced troubleshooting, supporting IT infrastructure, and collaborating with senior IT staff on projects and implementations. The ideal candidate will have experience resolving complex IT hardware and software issues, as well as demonstrate strong problem-solving abilities, professionalism, and leadership in managing IT service delivery. Occasional travel to regional office locations is required. This role serves as internal authority for service delivery with outsourced MSP.

Primary Responsibilities:

• Owns outsourced IT service delivery outcomes, including setting service expectations, managing escalation paths for Level 1 and 2 support technicians, and resolving complex technical issues
• Prepare major incident summaries, conduct post-incident reviews and formulate corrective action plans
• Troubleshoot network, server, and application issues, including Active Directory, DNS, DHCP, and file sharing
• Work with MSP to refine and improve IT customer experience, continuous design improvement, lifecycle management, SOP maturity and look for automation opportunities.
• Support deployment, configuration, and managing of endpoints including laptops, iPhones and iPads.
• Maintain documentation for system configurations, processes, and user support procedures. Update as necessary with MSP and improve overall service documentation
• Assist with IT security tasks such as MFA, endpoint protection, and vulnerability mitigation
• Collaborate with internal departments to support software rollouts, hardware upgrades, and IT projects
• Participate in business continuity and disaster recovery planning and execution
• Monitor ticket queue to ensure SLA compliance and customer satisfaction
• Manage hardware lifecycle, including procurement, imaging, deployment, and decommissioning
• Take ownership of root cause analysis for recurring problems and recommend long-term fixes

Qualifications:

• 3–5 years of experience in IT helpdesk or desktop support, including experience handling escalated tickets
• Associate’s degree in computer science or related field is required; bachelor’s degree is preferred
• Microsoft 365 Certified: Modern Desktop Administrator Associate (or similar).
• CompTIA A+ and Network+ or Security+ (Preferred)Strong working knowledge of Microsoft 365 administration and identity/device ecosystems (e.g., Microsoft 365, Entra ID/Azure AD, Intune), and endpoint platforms including iOS/iPadOS management via Apple Business Manager.
• Proven ability to analyze operational trends, define corrective actions, and communicate performance clearly to technical and non-technical stakeholders.
• A passion for helping people and solving challenges
• Strong interpersonal skills with a focus on customer service and issue ownership
• Advanced troubleshooting abilities across software, hardware, and network systems
• Experience in supporting hybrid cloud/on-prem environments
• Experience with SharePoint, mapped drives and DFS is preferred
• Strong documentation and process improvement skills
• Must have a valid driver’s license and reliable transportation for local travel

Preferred Skills:

• Proficiency with Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange Online
• Experience managing Active Directory, Entra, and Azure AD
• Basic scripting knowledge (PowerShell) for automation and administrative tasks
• Understanding of ITIL framework and ticket lifecycle best practices
• Knowledge of virtualization platforms such as VMware or Hyper-V (a plus)
• Hands-on experience supporting network equipment (routers, switches, access points)

Benefits:

• Health, dental, and vision insurance
• 401(k) with company match
• Company paid life insurance and short-term disability
• Paid time off and company holidays
• Certification reimbursement and professional development support
• Opportunities for advancement within the IT department

NOVA is an Equal Opportunity Employer. All qualified candidates are encouraged to apply. NOVA does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, ancestry, marital status, veteran status or any other characteristic protected by law.

About NOVA:

Established in 1996, NOVA was originally founded to provide Environmental Consulting, Geotechnical Engineering, and Construction Materials Testing and Inspection services to the design and construction community, largely in the southeastern United States. Since our founding, NOVA has added additional service lines such as Facilities and Building Envelope, Forensics, Municipal and more. We are dedicated to providing a wide variety of projects and services with an emphasis on collaboration and safety. We offer a stimulating and inspiring work environment where our employees are recognized for their efforts and achievements and are mentored for professional growth.

Currently, NOVA employs 650+ personnel in 18 offices serving clients throughout the southeastern United States and beyond. Our firm has professional and administrative support staff that includes registered professional engineers, registered professional geologists, environmental scientists, registered roof observers, LEED accredited professionals, soil/foundation engineers, laboratory specialists, materials technicians, ICC-certified inspectors, NICET-certified technicians, and AWS-certified welding inspectors. NOVA’s facilities include AASHTO-accredited laboratories in soils, concrete, aggregate and hot-mix asphalt testing/inspection. We also have CCRL-inspected laboratories for concrete sampling, curing, and testing. NOVA will continue to expand its reach and reputation as a leader in the testing, inspection, and consulting fields with a strong legacy of quality and integrity by promoting our best internal resources and recruiting a diverse culture of valued and exceptional talent.