Senior Specialist, IT Service Delivery Management

Kratos Defense & Security Solutions, Inc. (NASDAQ:KTOS) develops and fields transformative, affordable technology, platforms, and systems for United States National Security related customers, allies, and commercial enterprises. We encourage an entrepreneurial spirit balanced with discipline, working hard to take care of our customers, employees, and families.

About the role

The Senior Specialist, IT Service Delivery Management ensures the high-quality execution, stability, consistency, and optimization of IT service desk operations. Reporting directly to the IT Support Manager, this role focuses on designing and maintaining seamless service desk technology workflows and administering service delivery software, while also directly supporting VIP staff. This position acts as the technical champion for the Service Desk, ensuring front-line support personnel have the automated workflows, optimized tooling, and relevant documentation needed to resolve user issues rapidly and effectively. This position requires the ability to obtain security clearance, if needed.

Responsibilities

• Service Desk Technology & Workflow Optimization
  • Workflow Automation: Design, build, and optimize technology workflows within the service desk platform to streamline ticket routing, escalation paths, and automated resolutions.
  • Tool Optimization: Serve as the functional administrator for service delivery software, tailoring the platform to make it intuitive for support staff.
  • Technician Empowerment: Identify friction points for service desk personnel and deploy software features or configuration changes that reduce administrative burden and ticket handling times.
• Service Governance & Reporting
  • Performance Analysis: Monitor and analyze daily service desk metrics (SLA breach rates, first-contact resolution) to identify systemic tool or process bottlenecks.
  • Management Reporting: Deliver operational insights and performance scorecards to the IT Support Manager to inform and support staffing, training, and technology roadmaps.
  • Knowledge Management: Oversee the internal knowledge base, ensuring technical documentation and troubleshooting playbooks are up-to-date and easily accessible for support personnel.
• Escalation & Continual Service Improvement
  • Escalation Support: Assist front-line staff with complex, high-priority issues, coordinating with backend engineering teams when advanced technical intervention is needed.
  • Major Incident Support: Assist the IT Support Manager during major system outages by managing the communications flow and tracking resolution steps in the service software.
  • Executive & VIP Support: Serve as the primary escalation lead for Executive & VIP support, and after-hours critical issues.
• Other duties as assigned.

Requirements

• 5+ years of experience in Enterprise IT Operations, Service Desk Leadership, or IT Service Delivery.
• Advanced hands-on experience configuring and managing enterprise service delivery software and service delivery management platforms.
• Proven track record of mapping, building, and automating ITIL-aligned processes (Incident, Request, and Knowledge Management).
• Bachelor’s degree in an IT-related field or equivalent practical experience.
• Ability to obtain security clearance, if needed.

Qualifications

• Platform-specific administrative certifications (e.g., ServiceNow Certified System Administrator, Atlassian Certified Jira Service Project Manager).
• Experience writing basic scripts (e.g., JavaScript, PowerShell) to facilitate software integrations or automation.
• ITIL v3/v4 Foundation certification.
• Requires a Bachelor’s degree and a minimum of 4 years of related experience; or 8 years of equivalent work experience and certifications.

Skills

• Autonomy: Operates independently under the general direction of the IT Support Manager; takes ownership of platform configuration and workflow design.
• Empathetic Engineering: Focuses deeply on the internal "user experience" of the service desk staff and employee/customer base, building software environments that reduce technician & customer frustration and/or inefficiencies.
• Problem Solving: Solves complex ticketing bottlenecks by leveraging automation, API integrations, and configuration optimization.
• Ability to maintain sensitive and confidential information as required by company and government requirements.
• Effective communication and interaction with peers, supervisors, and the public, including maintaining respect for others and following company policies.
• Willingness and ability to learn and utilize company technology for required purposes (e.g., training, reviewing, and signing policies and procedures, benefits enrollment).
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as they pertain to the job.

Work Environment

• Hybrid work schedule (combination of onsite at the San Diego corporate office and remote work).
• Office/Remote Environments: Ability to sit/stand for long periods of time, repetitive motion (keyboard, mouse, etc.).
• May lift up to 50 lbs.
• Occasional travel to other Kratos sites in the area for support.

Pay

Annual Salary Range: $125,000 - $130,000

Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Paid Holidays
• Education Reimbursement