Senior Service Delivery Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and assist in the development of junior Support Desk team members and Level 1 Team Leads.

• Implement and enhance IT service management processes (ITSM).

• Communicate the status of services, associated risks, and initiatives for improvement.

• Act as the primary escalation point for service-related issues.

• Identify root causes and drive permanent solutions through effective problem and change management.

• Propel the performance and ongoing improvement of IT support services.

• Oversee desk operations and ensure compliance with IT services that align with SLAs, KPIs, and organizational objectives.

• Connect IT operations, business stakeholders, and technical teams to facilitate efficient incident resolution, high user satisfaction, and dependable IT service availability.

• Cultivate relationships with external service providers and vendors.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline.

• 7 years of experience in IT support or service management.

• Experience in mentoring junior IT Support Engineers.

• Demonstrated experience supporting mobile devices and/or laptops.

• Familiarity with systems and tools such as Okta, ServiceNow, Jira, Chrome, and Mac.

• This position is not eligible for immigration sponsorship.

🏝️ Benefits

• Bonus.

• Cash award.

• Comprehensive benefits.

• Applicant accommodations and confidential support for accommodations.

• Commitment to equal opportunity and an inclusive workplace.