Senior Service Delivery Specialist

This is a remote, senior-level opportunity based in the United States focused on strengthening IT service delivery and operational excellence.

About the role

You will help ensure support services consistently meet business needs, SLAs, KPIs, and user expectations. The role sits at the intersection of IT operations, business stakeholders, and technical teams. You will take ownership of high-priority escalations while driving root-cause analysis and lasting improvements. You will also mentor support professionals and help mature IT service management processes and practices. Success requires strong technical judgment, communication skills, and the ability to operate effectively in a fast-paced environment. The position offers an opportunity to make a broad impact on service reliability, user satisfaction, and operational performance.

Responsibilities

• Lead, mentor, and support the development of junior Support Desk team members and Level 1 Team Leads.
• Implement, strengthen, and continuously improve IT Service Management (ITSM) processes and operational practices.
• Act as a primary escalation point for complex or high-impact service issues, coordinating effective and timely resolution.
• Bridge IT operations, business stakeholders, and technical teams to ensure efficient incident management and reliable service delivery.
• Communicate service status, operational risks, issues, and improvement initiatives clearly to relevant stakeholders.
• Investigate recurring issues, identify root causes, and drive permanent solutions through structured problem and change management.
• Support relationships with external service providers and vendors to maintain effective service delivery.
• Help ensure IT services remain aligned with agreed SLAs, KPIs, organizational objectives, and user expectations.
• Contribute to a high-performing support environment by sharing knowledge, coaching colleagues, and promoting operational excellence.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline.
• At least 7 years of professional experience in IT support, service delivery, or IT service management.
• Demonstrated experience mentoring and developing junior IT Support Engineers or similar technical support professionals.
• Proven experience supporting mobile devices and/or laptops in a professional IT environment.
• Hands-on familiarity with tools and platforms such as Okta, ServiceNow, Jira, Chrome, and Mac environments.
• Strong understanding of ITSM principles, incident management, escalation management, problem management, and change management.
• Excellent written and verbal communication skills, with the ability to explain technical solutions and ideas to both technical and non-technical audiences.
• Ability to collaborate effectively with cross-functional teams, business stakeholders, vendors, and technical specialists.
• Experience working within fast-paced Support Desk operations, with strong prioritization, organization, and problem-solving skills.
• Ability to take ownership of complex service issues while maintaining a customer- and user-focused approach.

Benefits

• Fully remote position within the United States.
• Base salary: $140,000–$204,200 USD, with the specific range varying by location.
• Eligible for bonus and cash award opportunities.
• Comprehensive benefits package provided as part of the overall compensation offering.
• Opportunity to mentor others while contributing to the continuous improvement of IT service delivery practices.
• Work on technology and services designed to improve connectivity and support communities across the United States.
• Commitment to equal opportunity and an accessible, inclusive work environment.

This position is not eligible for immigration sponsorship.