Senior Service Delivery Specialist

About Our Client

This organization provides high-speed internet services to homes and businesses across the United States. Operating within the telecommunications industry, the company addresses the challenge of delivering reliable and fast internet connectivity by expanding its network and services to more cities and customers. Its Information Systems and Technology division supports productivity and efficiency across all departments by delivering quality IT support and innovative solutions.

About the Opportunity

The Senior Service Delivery Specialist will lead and improve IT support services to internal users or external clients, ensuring operational excellence and alignment with service level agreements and organizational goals. This role bridges IT operations, business stakeholders, and technical teams to drive efficient incident resolution, maintain high user satisfaction, and manage vendor relationships, contributing directly to the organization’s IT service reliability.

Responsibilities

• Lead, mentor, and develop Support Desk team members, Team Leads, and support engineers.
• Implement and improve IT service management processes.
• Communicate service status, risks, and improvement initiatives.
• Act as the primary escalation point for service issues.
• Plan workforce capacity and forecast support demand.
• Identify root causes and drive permanent resolution through problem and change management.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 10 years of experience in IT support or service management.
• 4 years in leadership or service delivery management roles.
• Proven experience leading Support Desk operations.
• Experience supporting Mobile Devices and/or Laptops.
• PREFERRED: Strong written and verbal communication skills for technical and non-technical audiences.
• Ability to use metrics and data visualization for decision-making.
• Experience driving results across teams without direct reporting lines.

Pay Range and Compensation Package

The US base salary range for this full-time position is between $140,000 - $204,200 plus bonus and benefits. Pay varies by location; specific salary details will be provided during the hiring process.

Note

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.