Kforce has a client that is seeking a Service Delivery Lead in Scottsdale, AZ. Summary: The Service Desk Lead is responsible for providing end-user and visitor support, adhering to standard operating procedures, and documenting events for reference, tracking, and compliance. Incidents and requests are tracked using the Service-now ticketing tool. Service desk hours are 8-5, and a positive customer service attitude is essential. Duties: * Receive, prioritize, and respond to incoming Service Desk requests per established SLAs * Escalate complex events to appropriate individuals as needed * Manage user and device event tracking through a global ticketing system * Provide technical and troubleshooting assistance for MS Windows/Office, MACs, and other desktop applications * Source computer hardware, mobile devices, and other technology tools, coordinating approval and payment * Receive, configure, and deploy computer hardware, software, mobile devices, and other technology tools * Enroll and administer mobile devices * Maintain and support office telephone systems, AV equipment, and multi-function printers * Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions) * Provide limited technical and troubleshooting assistance for the company's critical business systems * Perform on-call duties and technical implementations/upgrades outside normal business hours and on weekends to minimize business impact * Assist IT teams in complying with the company's IT security policies and minimum standards * Perform and document quarterly self-assessments and monitoring activities * Provide periodic assistance to internal and external auditors * Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines) * Ensure risks associated with changes to critical assets are mitigated before implementation (i.e., change control)