JOB OVERVIEW
The IT Service Delivery Specialist is responsible for ensuring seamless IT service delivery and white-glove support for executives and staff. They will drive operational excellence by resolving real-time issues, maintaining high service standards, and continuously improving IT processes and user satisfaction.
Responsibilities:
- Provide personalized, executive-level ITassistanceto meettechnologyneeds promptly.
- Offer advancedtroubleshooting forhardware, software, network, and endpoint issues to minimize downtime.
- Identifyand implementbestpractices and innovative solutions tooptimizeIT service delivery.
- Act as the main contact for all onsite technology requests and coordinate resources.
- Route complex incidents to the Service Desk or relevant teams and ensure end-to-end resolution.
- Support network and system security operations;assistwith data protection, access controls, and backup management.
- Manage employee onboarding, offboarding, and access requests, enforcing security standards.
- Monitor and report on service metrics (SLAs, KPIs), analyzing trends tomaintainbest-in-class support.
- Administer andoptimizethe IT ticketing system for operational efficiency.
- Maintainaccurateservice documentation, runbooks, and standard operating procedures.
- Inspect andvalidatehardware and software assets, recommending upgrades as needed.
Qualifications:
- 5+ years in an end-usercomputeror service delivery role
- Proficiencywith Service Desk ticketing platforms (e.g., ServiceNow, Jira)
- Strong understanding of SLA, KPI, and SOW management
- Hands-on experience with Microsoft 365, Azure AD/Entra ID, Intune MDM
- Fluent English and legal U.S. work authorization
Preferred:
- Experience supporting 500+ users in a global enterprise
- ITIL v4 Foundation or higher certification
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Modern Desktop Administrator Associate
- Additionallanguageproficiency(e.g., Spanish, French)
Preferred Skills and Tools
- Microsoft 365 & Azure Entra ID: Exchange Online, Teams, SharePoint, user/group administration
- Endpoint Management: Windows 11, Intune MDM, Azure Virtual Desktop (AVD)
- Ticketing & ITSM: ServiceNow, or equivalent
- Remote Support & Monitoring: Endpoint Configuration Manager, remote-access tools
- Backup & DR: Azure Backup, Veeam, or similar solutions
- Network & Security Basics: LAN/WAN fundamentals, VPN setup,firewallbasics
- Reporting & Analytics: Power BI, Excel for SLA/KPI tracking
- Collaboration Tools: Teams administration, Zoom
Job Demands:
Work is performed in a Shop environment and requires the ability to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100lbs. with assistance. Must be able to bend, stoop, climb to reach materials, and work in a noisy environment.
