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Jacob Lebsock Professional Details
Jacob Lebsock

Professional Summary

Proven Technical Delivery Manager with 10+ years of experience leading high-performing technical teams, optimizing IT service operations, and driving innovation in endpoint management and digital employee experience (DEX). Expertise in managing enterprise-level Workspace One and Nexthink implementations, mentoring cross-functional teams, and collaborating with stakeholders to exceed service level agreements (SLAs). Adept at leveraging AI and ITSM platforms like ServiceNow to enhance service delivery and efficiency.

Experience

Technical Delivery Manager, Remote — 2019-Present

  • Lead and mentor two teams of engineers managing Workspace One and Nexthink solutions for enterprise clients.
  • Collaborate with sales and Client Delivery Managers (CDMs) to align technical deliverables with client needs and business goals.
  • Drive operational excellence by coordinating change requests (CR’s) and optimizing service desk workflows.
  • Implement SLII leadership principles to foster team growth and ensure exceptional performance.
  • Recognized as a member of VMware’s Technical Advisory Board, providing strategic insights on technology advancements.

VMware Consultant, Remote — 2019-2022

  • Designed and implemented Workspace One solutions to improve endpoint management and employee experience.
  • Architected device mobility strategies to support diverse enterprise environments, ensuring scalability and security.
  • Partnered with clients to enhance DEX through policy optimization and service enhancements.

Sr. System Support Engineer, Austin, TX — 2015-2019

  • Led a globally distributed team of remote engineers to deliver consistent, high-quality technical support.
  • Served as Senior Administrator for Workspace One, managing iOS and Android environments.
  • Developed workflows to streamline endpoint management, reducing resolution times and improving user satisfaction.

Lead Service Desk Engineer, Denver, CO — 2013–2015

  • Supervised a team of five engineers in delivering remote service desk support to internal clients.
  • Ensured consistent service delivery by developing standard operating procedures (SOPs) and documentation.
  • Enhanced team productivity through performance coaching and process improvements.

System Support Engineer, Denver, CO — 2010-2013

  • Provided comprehensive desktop support, managing Windows administration and troubleshooting.
  • Resolved technical issues efficiently, maintaining high customer satisfaction ratings.

Education

Associates of Applied Science Information Technology, 2012

Key Skills

  • Leadership & Team Management: SLII leadership principles, mentoring, cross-functional collaboration
  • IT Service Management: FreshService, ServiceNow, ITSM frameworks, SLA/KPI management
  • Technical Expertise: Workspace One, Nexthink
  • Endpoint Management: MacOS environments, Windows environments, iOS/Android support, networking fundamentals
  • Process Optimization: Workflow automation, knowledge base development, root cause analysis
  • Strategic Planning: DEX strategy, AI-driven IT enhancements, digital transformation

Certifications

  • SLII Situational Leader
  • Nexthink
  • VMware VCP
  • Jamf 100
  • MCP 70-410 & 70-411

Additional Information

Strong advocate for AI-driven IT solutions to enhance service desk operations and employee experience.
Deep understanding of DEX’s role in talent acquisition, retention, and organizational success.
Comfortable working in fast-paced remote environments.
Passionate about enabling teams to deliver exceptional IT support.