User Support Specialist

Overview

Gilbane is seeking a User Support Specialist to manage IT services, analyze performance data, and lead service improvement initiatives.

Responsibilities

• Provides expert-level support and leadership in IT services, including incident management, problem management, change management, and service request fulfillment.
• Oversees SLAs and KPIs, analyzes trends, develops strategies to improve service performance, and enhances customer satisfaction.
• Analyzes service performance data, identifies root causes, and implements recommendations for service quality, efficiency, and effectiveness.
• Manages IT incidents and problems, coordinates change management, and ensures service continuity.
• Leads service improvement initiatives, projects, and activities, driving continuous improvement and innovation.
• Maintains relationships with vendors, ensuring outsourced services meet quality, cost, and performance requirements.
• Documents service delivery processes and generates reports for monitoring and decision-making.
• Supports a positive work environment and coaches less experienced team members.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5-7+ years of IT service delivery, service management, or related roles.
• Demonstrated expertise in managing SLAs, analyzing service performance, and leading service improvement initiatives.
• Relevant certifications (e.g., ITIL Expert, PMP, CISSP) preferred.

Qualifications

• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Problem-solving skills, attention to detail, and the ability to troubleshoot technical issues.
• A customer-focused attitude, patience, empathy, and professionalism in interactions with end-users.
• Effective collaboration with team members and a willingness to adapt to a fast-paced environment.

Benefits

Gilbane offers an excellent total compensation package including competitive health and welfare benefits, a generous profit-sharing/401k plan, and investment in employee education through Gilbane University.

Pay

N/A

Schedule

N/A