[Hiring] Senior Service Delivery Specialist @GFiber

Role Description

The Senior Service Delivery Specialist will be key in driving the performance and continuous improvement of IT support services to internal users or external clients. This role will be key in supporting desk operations, ensuring adherence to IT services aligned with SLAs, KPIs, and organizational goals while striving to achieve operational excellence.

The Senior Service Delivery Specialist acts as the bridge between IT operations, business stakeholders, and technical teams to ensure efficient incident resolution, high user satisfaction, and reliable IT service availability. This role will assist in fostering relationships with external service providers and vendors.

In this role, you’ll:

• Lead, mentor, and help in the development of junior Support Desk team members and Level 1 Team Leads.
• Implement and improve IT service management processes (ITSM).
• Communicate service status, risks, and improvement initiatives.
• Serve as the primary escalation point for service issues.
• Identify root causes and drive permanent resolution through problem and change management.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 7 years of experience in IT support or service management.
• Experience mentoring junior IT Support Engineers.
• Proven experience supporting Mobile Devices and/or Laptops.
• Experience with systems and tools, such as Okta, ServiceNow, Jira, Chrome and Mac.

Requirements

• Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.
• Ability to work with cross functional teams to deliver projects and complete other tasks.
• Proven experience at fast pace Support Desk operations.

Benefits

• The US base salary range for this full-time position is between $140,000 - $204,200 + bonus + cash award + benefits.
• As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.