Senior Service Delivery Specialist

📋 Description

• Lead and mentor junior Support Desk and Level 1 Team Leads.
• Implement and improve ITSM processes and operational practices.
• Act as escalation point for complex/high-impact issues, coordinating resolution.
• Bridge IT operations, business stakeholders, and technical teams for incident management.
• Communicate service status, risks, issues, and improvements to stakeholders.
• Investigate recurring issues; drive root causes and permanent fixes.

🎯 Requirements

• Bachelor’s degree in IT, CS, Business, or related field.
• 7+ years of professional experience in IT support, service delivery, or ITSM.
• Experience mentoring junior IT Support Engineers or similar.
• Proven experience supporting mobile devices and/or laptops in a professional IT environment.
• Hands-on familiarity with Okta, ServiceNow, Jira, Chrome, and Mac environments.
• Strong understanding of ITSM, incident, escalation, problem, and change management.

🎁 Benefits

• Remote work: Fully remote position within the United States.
• Base salary: $140,000–$204,200 USD, with location-based variation.
• Additional compensation: Eligible for bonus and cash award opportunities.
• Benefits: Comprehensive benefits package provided as part of overall offering.
• Career development: Mentor others and improve IT service delivery practices.
• Impactful environment: Work on technology and services improving connectivity for communities in