Senior IT Support Specialist

About the role

Our client is seeking an experienced Senior IT Services Specialist to lead end-user support and service delivery across corporate and field operations. This individual will serve as the highest point of technical escalation, mentor support staff, and drive continuous improvement across IT service management, user experience, and operational efficiency.

Responsibilities

• Serve as the primary escalation point for complex technical issues and critical incidents.
• Support and manage ITIL processes including Incident, Problem, and Change Management.
• Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.
• Mentor and provide technical guidance to junior IT staff.
• Analyze service metrics and drive continuous improvement
• Align IT services with business and operational needs.
• Lead and support IT projects and vendor relationships.
• Develop and maintain service catalogs, support models, and SLAs.
• Drive automation, self-service, and process optimization initiatives.
• Manage device lifecycle activities.

Requirements

• Bachelors Degree in Computer Science, Information Technology, or related field
• 5+ years of IT Support, Service Desk, Desktop Support, or IT Operations experience.
• Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.
• Proffessional experience with ITSM frameworks and ITIL practices.
• Proven ability to resolve escalated technical issues.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• ITIL certification.
• Microsoft certifications.
• Experience with ServiceNow, Jira Service Management, or similar platforms.
• Experience supporting distributed or field-based organizations.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• PTO
• Professional Development

Pay

$85,000 - $100,000