Service Delivery Team Lead

Overview

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.

Responsibilities

• 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, and 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

Requirements

• 4+ years of relevant 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
• Bachelor's in a related field

Recommended Qualifications

• Direct experience with ServiceNow and SAP
• ITIL certification

#LI-Onsite

#LI-TM1

Total Rewards

Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 64 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one c omponent of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is

$30 - $48 USD

About Esri

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website here.

If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!

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 reasonable accommodation for any part of the employment process, please email askcareers@esri.com 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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Requisition ID: 2025-2913

Client-provided location(s): Redlands, CA

Job ID: Esri-4824515007

Employment Type: OTHER

Posted: 2025-08-16T19:54:05