Specialist, Service Delivery/Management

About the role

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation. Infrastructure Associates in this role will function as information technology (IT) professionals serving as technical liaison and participate in or oversee a variety of analytical and technical assignments that provide for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology infrastructure environment.

Responsibilities

• Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
• Provide onsite or remote access diagnoses and resolution of computer hardware and software problems.
• Analyze, evaluate, and diagnose very complex technical problems in a minimum period of time.
• Implement new technologies and procedures, integration and configuration work, and respond to complex client problems.
• Ensure tasks are completed in line with company technical and quality standards and procedures to provide a high degree of customer satisfaction.
• Provide technical leadership, project management, and execution to achieve customer satisfaction, operational, and financial success.
• Ensure resources are in place and manage the activities of staff, ensuring they have the required information, equipment, and tools necessary to complete the project.

Requirements

• High school diploma required; Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• Minimum 5 years of experience in IT support or a related discipline (Windows, macOS, and iOS).
• Basic understanding of Artificial Intelligence (AI) and its application to enhance productivity.
• Minimum 5 years of experience supporting remote locations.
• 25% travel required.

Qualifications

• Experience in Networking, Server Administration, Telephony, and Mobile Device Management (MDM).
• Additional experience supporting complex IT environments and remote workforce operations.

Skills

• Required: Cloud Computing, Configuration Management (CM), Customer-Focused, Demand Management, Detail-Oriented, DevOps, Firewall Management, ITIL Management, ITIL Service Delivery, IT Infrastructure Management, Meeting Facilitation, Network Security, Service Delivery, Software Development, Systems Architecture
• Preferred: Experience in Networking, Server Administration, Telephony, and Mobile Device Management (MDM).

Pay

The salary range for this role is $87,300.00 – $137,400.00. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

Benefits

• Comprehensive package including medical, dental, vision healthcare and other insurance benefits (for employee and family)
• Retirement benefits, including 401(k)
• Paid holidays, vacation, and compassionate and sick days