Lead impactful IT service operations and drive process improvements. Enhance service delivery frameworks and operational efficiency using ITIL expertise. Collaborate in a hybrid work environment fostering growth.
It Services Specialist
in Information Technology PermanentJob Detail
Job Description
IT Services Specialist Overview
- The IT Services Specialist will lead service desk operations and drive process improvements using ITIL frameworks.
- Focus on optimizing service delivery, SLAs, and operational metrics to enhance efficiency and user satisfaction.
- Collaborate with stakeholders to align IT services with business and field requirements.
- Provide mentorship and operational leadership to the service desk team without direct management responsibilities.
- Analyze service metrics and identify opportunities for continuous improvement and automation.
- Assist with advanced technical support issues as needed, focusing on operational strategy.
- Contribute to a culture of innovation and collaboration within the IT department.
- Work in a hybrid environment with opportunities for professional growth and development.
IT Services Specialist Key Responsibilities & Duties
- Develop and implement ITIL-based processes across the organization to enhance service delivery.
- Design, measure, and improve SLAs, service catalogs, and operational workflows.
- Evaluate escalation paths and optimize handoff processes between support levels.
- Provide mentorship and guidance to the service desk team, promoting a high-performance culture.
- Analyze service metrics to identify areas for operational improvement and efficiency.
- Collaborate with cross-functional teams and vendors to ensure seamless service delivery.
- Assist with advanced technical support issues and contribute to strategic IT initiatives.
- Support the lifecycle management of IT devices, from procurement to refresh.
IT Services Specialist Job Requirements
- Bachelor of Science degree in a relevant field is required.
- 5–10 years of experience in IT support or operations, with a focus on service desk management.
- Proven expertise in ITIL frameworks and ITSM processes is essential.
- Strong experience with SLA design, service catalog management, and operational metrics.
- Advanced knowledge of Microsoft 365, Windows environments, and identity management systems.
- Excellent communication and stakeholder engagement skills.
- Ability to lead process improvements and drive operational efficiency.
- Experience in supporting large or field-based organizations is preferred.
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