Senior Service Delivery Specialist

Accountabilities:

• • Lead, mentor, and support the development of junior Support Desk team members and Level 1 Team Leads.
  • Implement, strengthen, and continuously improve IT Service Management (ITSM) processes and operational practices.
  • Act as a primary escalation point for complex or high-impact service issues, coordinating effective and timely resolution.
  • Bridge IT operations, business stakeholders, and technical teams to ensure efficient incident management and reliable service delivery.
  • Communicate service status, operational risks, issues, and improvement initiatives clearly to relevant stakeholders.
  • Investigate recurring issues, identify root causes, and drive permanent solutions through structured problem and change management.
  • Support relationships with external service providers and vendors to maintain effective service delivery.
  • Help ensure IT services remain aligned with agreed SLAs, KPIs, organizational objectives, and user expectations.
  • Contribute to a high-performing support environment by sharing knowledge, coaching colleagues, and promoting operational excellence.

  Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline.
  • At least 7 years of professional experience in IT support, service delivery, or IT service management.
  • Demonstrated experience mentoring and developing junior IT Support Engineers or similar technical support professionals.
  • Proven experience supporting mobile devices and/or laptops in a professional IT environment.
  • Hands-on familiarity with tools and platforms such as Okta, ServiceNow, Jira, Chrome, and Mac environments.
  • Strong understanding of ITSM principles, incident management, escalation management, problem management, and change management.
  • Excellent written and verbal communication skills, with the ability to explain technical solutions and ideas to both technical and non-technical audiences.
  • Ability to collaborate effectively with cross-functional teams, business stakeholders, vendors, and technical specialists.
  • Experience working within fast-paced Support Desk operations, with strong prioritization, organization, and problem-solving skills.
  • Ability to take ownership of complex service issues while maintaining a customer- and user-focused approach.

  Benefits:

  • Remote work: Fully remote position within the United States.
  • Base salary: $140,000–$204,200 USD, with the specific range varying by location.
  • Additional compensation: Eligible for bonus and cash award opportunities.
  • Benefits: Comprehensive benefits package provided as part of the overall compensation offering.
  • Career development: Opportunity to mentor others while contributing to the continuous improvement of IT service delivery practices.
  • Impactful environment: Work on technology and services designed to improve connectivity and support communities across the United States.
  • Inclusive workplace: Commitment to equal opportunity and an accessible, inclusive work environment.
  • Work authorization: This position is not eligible for immigration sponsorship.