Summary:

The Senior IT Technology Operations & Vendor Management Specialist serves as the primary escalation point for software deployment, cyber security, enterprise technology services, end-user support, infrastructure operations, vendor management, and IT procurement. Operating with minimal supervision, this role provides advanced technical expertise, resolves complex issues, mentors junior staff, and drives operational excellence across the organization.

This position is responsible for the administration, support, and continuous improvement of end-user computing, servers, networks, telecommunications, cybersecurity solutions, cloud platforms, and business applications. As a Subject Matter Expert (SME), the Senior Specialist leads technology initiatives, supports cybersecurity and compliance requirements, and develops IT standards, policies, and best practices that align with business objectives.

The role owns the full IT procurement lifecycle, including requirements gathering, vendor engagement, quote evaluation, purchase order processing, asset receiving, software and hardware acquisitions, contract renewals, and vendor performance management. Additionally, this position develops and maintains IT SOPs, ensures adherence to company policies and procedures, leads continuous improvement efforts, and serves as the SME for one or more departmental or company-wide initiatives.

Primary Responsibilities:

• Manage the end-to-end IT procurement lifecycle, including requirements gathering, vendor engagement, quote evaluation, purchase requisitions, purchase orders, receiving, and asset acceptance.
• Evaluate and recommend hardware, software, licensing, cloud services, and technology solutions based on business requirements, technical standards, cost effectiveness, and operational value.
• Develop and maintain productive relationships with vendors, service providers, and technology partners while coordinating renewals, maintenance agreements, warranty services, and contract-related activities.
• Track procurement activities, technology expenditures, and vendor performance to ensure compliance with company policies, budget objectives, purchasing standards, and strategic business goals.

End-User Support & Escalation:

• Serve as the primary site escalation point for complex end-user, infrastructure, application, and technology-related issues, ensuring timely resolution and minimal business disruption.
• Perform advanced troubleshooting and root cause analysis while implementing corrective and preventative actions to improve service reliability and operational efficiency.
• Manage and prioritize support requests to maintain service excellence, customer satisfaction, and adherence to established service levels.
• Provide technical guidance, mentoring, and knowledge sharing to IT team members while promoting best practices and continuous improvement.

Systems Administration & Endpoint Management:

• Build, configure, deploy, maintain, troubleshoot, and upgrade desktops, laptops, tablets, Surface devices, mobile devices, and related peripherals.
• Administer employee and contractor accounts, permissions, and access controls within Active Directory, Azure Active Directory (Entra ID), Microsoft 365, and related systems.
• Support Windows desktop and server operating systems, including software deployment, system maintenance, patching, and troubleshooting.
• Support remote users and remote access technologies, including VPN, Remote Desktop Services (RDP), and cloud-based applications.
• Manage all aspects of employee and contractor technology lifecycles, including onboarding, equipment deployment, access management, transfers, and offboarding.

Infrastructure & Network Support:

• Provide hands-on support and administration for servers, network infrastructure, telecommunications systems, and facility-based technology solutions.
• Troubleshoot and maintain server and network services, including DNS, DHCP, authentication systems, file shares, access permissions, and connectivity issues.
• Support enterprise network infrastructure, including switches, routers, firewalls, wireless access points, UPS systems, fiber and structured cabling, and network installations.
• Assist with infrastructure upgrades, technology deployments, equipment replacements, and support of customer and facility-specific operational systems.

Telecommunications & Security Systems:

• Configure, maintain, and troubleshoot VoIP phone systems, telecommunications equipment, paging systems, and related technologies.
• Support security cameras, video recording systems, access control systems, alarm systems, and other facility security technologies.
• Assist with implementation, maintenance, monitoring, and improvement of authentication and security-related systems.

Cybersecurity & Compliance:

• Actively participate in cybersecurity initiatives, including endpoint protection, vulnerability remediation, access reviews, security audits, and compliance activities.
• Assist with implementing and maintaining security controls, policies, and best practices.
• Support multifactor authentication (MFA), identity and access management solutions, and endpoint management platforms.
• Ensure compliance with company policies, regulatory requirements, and information security standards.

Asset Management & Administrative Support:

• Manage inventory, procurement, deployment, tracking, and lifecycle management of IT hardware and software assets.
• Coordinate shipping and receiving of computers, servers, phones, networking equipment, and other technology assets.
• Maintain accurate records of equipment, software licenses, user accounts, and technology-related assets.
• Document all support activities, maintenance work, infrastructure changes, and project tasks within the IT service management platform.

Print & Specialized Technology Support:

• Support and maintain enterprise printers, scanners, label printers, and related office equipment.
• Coordinate with vendors regarding maintenance, repairs, replacements, and equipment disposal.
• Support specialized business applications, cloud solutions, testing software, anti-malware platforms, shipping and receiving applications, and other business-critical technologies.

Process Improvement & Leadership:

• Lead continuous improvement initiatives to enhance service quality, operational efficiency, and the overall user experience.
• Develop, maintain, and improve IT standard operating procedures (SOPs), technical documentation, knowledge base articles, and support processes.
• Identify and implement opportunities to standardize, automate, and optimize IT operations, service delivery, and technology utilization.
• Serve as a Subject Matter Expert (SME) and technical lead for assigned technologies, projects, system upgrades, and organizational initiatives while collaborating with business stakeholders, vendors, and cross-functional teams.

Minimum Qualifications:

• Bachelor's degree in information systems, Computer Science, Cybersecurity, or a related technical field, or an equivalent combination of education, certifications, and relevant experience.
• Minimum 8 years (with a bachelor's degree) or 12 years (with an associate degree) of progressive corporate experience in enterprise infrastructure, cloud technologies, cybersecurity, networking, systems architecture, and technology leadership.
• Proven experience managing IT procurement and vendor relationships, including vendor selection, quote analysis, purchase requisitions, purchase order management, asset receiving, contract renewals, and ensuring compliance with company purchasing policies and budget objectives.
• Experience supporting Microsoft Windows operating systems, Microsoft 365, enterprise productivity applications, and Active Directory environments.
• Experience troubleshooting and supporting desktop, laptop, server, mobile device, peripheral hardware, and user access-related issues.
• Experience supporting network infrastructure, telecommunications systems, enterprise printers, and related technologies.
• Experience utilizing IT service management (ITSM) and ticketing systems to manage support requests, document work activities, and maintain service records.
• This role is required to be on-site in a lab with up to 25% travel.

Preferred Qualifications:

• Advanced degree in Information Systems, Computer Science, Cybersecurity, or a related technical field.
• Preferred 10+ years of progressive hands-on IT support experience in a corporate, multi-user environment.
• Relevant industry certifications preferred, such as Microsoft, CompTIA, Cisco, ITIL, or other technology-focused certifications.
• Experience with evaluating technology products, software licensing, cloud services, and vendor proposals to support purchasing decisions and strategic IT initiatives.
• Experience supporting Microsoft Entra ID (Azure AD), Intune, Microsoft Teams, SharePoint, Microsoft 365, and cloud-based environments.
• Experience with virtualization technologies, endpoint management platforms, cybersecurity tools, and vulnerability management processes.
• Experience leading IT projects, technology implementations, infrastructure upgrades, and process improvement initiatives.
• Experience serving as a technical escalation resource, mentoring junior IT staff, and supporting manufacturing, testing, laboratory, or other operational technology environments.

Knowledge and Skills:

Technical Knowledge:

• Advanced knowledge of Microsoft technologies, including Active Directory, Microsoft Entra ID (Azure AD), Group Policy, Microsoft 365, Exchange, Teams, SharePoint, Windows desktop and server operating systems, and identity and access management.
• Strong understanding of network and infrastructure technologies, including ZTNA, High Availability, TCP/IP, DNS, DHCP, VLANs, routing, switching, wireless networking, VPNs, structured cabling, and enterprise connectivity solutions.
• Knowledge of IT procurement, vendor management, contract renewals, technology licensing, quote evaluation, purchase order processes, asset receiving, and technology lifecycle management, with the ability to assess technical, operational, and financial requirements when acquiring IT products and services.
• Experience with endpoint and systems management, including device imaging, software deployment, patch management, asset lifecycle management, and endpoint administration.
• Knowledge of cybersecurity and enterprise technology solutions, including endpoint protection, multifactor authentication (MFA), vulnerability management, VoIP systems, telecommunications, surveillance systems, and physical security technologies.

Professional Skills:

• Strong troubleshooting, analytical, and problem-solving skills with the ability to diagnose complex technical issues and implement effective long-term solutions.
• Demonstrated ability to serve as a consulting advisor, provide business process engineering guidance, and provide proven solutions to meet business objectives.
• Excellent customer service, interpersonal, and relationship-building skills with a commitment to delivering high-quality support experience.
• Strong organizational, time-management, and prioritization skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Demonstrated leadership, mentoring, collaboration, and independent decision-making abilities, with the capability to work effectively with minimal supervision.
• Excellent verbal and written communication skills, including the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Commitment to continuous learning, process improvement, and the development, documentation, and standardization of support procedures and operational best practices.

Physical Requirement