IT Service Delivery Specialist

IT Service Delivery Specialist

The IT Service Delivery Specialist is the operational backbone of IT service across the company's branch network. You will be the person branch managers call when something is not working, and the person leadership relies on for accurate, on time monthly service data.

This is a hands on generalist role. You will provide desktop and light network support to branch users, carry project workstreams alongside the Program Management Office, coordinate third party IT vendors, and produce the monthly service reporting package covering all locations.

The role suits someone comfortable moving between scheduled analytical work and unscheduled break/fix support in the same day.

What we are honest about: this job combines scheduled analytical work with unscheduled support work. Both matter and both have deadlines. We are looking for someone who can protect time for reporting and vendor follow through while still answering the phone when a branch is down, and who will say so clearly when the two genuinely conflict rather than letting one quietly slip.

How the contract to hire structure works

This role begins as a six month contract engagement and converts to full time exempt employment on successful completion. We use this structure because the job spans four different kinds of work, and six months is long enough for both sides to know whether the fit is real.

What that means in practice:

• The six month milestones below are the conversion criteria. They are not aspirational. We will review them with you at 30, 90, and 180 days, and you will know where you stand well before the decision.
• Two responsibilities phase in at conversion, not at start. Vendor invoice review and renewal pricing preparation both involve negotiated rate data and sit in Finance's approval path, so they transfer to you once you convert. You will maintain the vendor contract inventory and run vendor SLA and escalation management from day one.
• Travel begins in month one. Branch relationships are the foundation of everything else in this role, and they cannot be built remotely.

Key responsibilities

• Desktop and network support (approximately 35%)
• Provide remote and onsite support for Windows desktops and laptops, mobile devices, printers, label printers, and peripherals
• Handle user account administration, endpoint provisioning and imaging, patching, and endpoint security compliance
• Perform minor network support: switch and access point installs, VLAN and cabling checks, ISP troubleshooting and coordination, and basic firewall rule requests
• Provide tier 1 through 2 application support for a legacy ERP system and NetSuite: access and permissions, printing and scanning issues, session and connectivity problems, and escalation to application owners
• Support a cloud phone platform: extensions, call queues, auto attendants, device provisioning, and call quality troubleshooting
• Meet published response and resolution targets, and document every ticket

Project delivery (approximately 25%)

• Execute assigned workstreams on IT and cross functional projects: hardware refreshes, location build outs and moves, system rollouts, and integration testing support
• Maintain task status, dates, and blockers in Monday.com, keeping project boards current without being chased
• Support user acceptance testing and field validation for changes affecting branch operations
• Write and maintain documentation, runbooks, and end user job aids for anything you deploy
• Deliver branch level training and go live support, including onsite when the project requires it

Vendor and MSP coordination (approximately 20%) You will own day to day vendor coordination. Contract negotiation and commercial terms stay with IT leadership.

The company works with a managed service provider for helpdesk and engineering support. You are the primary contact on the company side of that relationship, the daily counterpart to their helpdesk team and their escalation engineers. Getting real value out of that partnership is one of the most important things this role does.

Managed service provider, from day one:

• Serve as the primary day to day contact for the MSP, working directly with both their helpdesk staff and their engineering team
• Own the escalation path into the MSP: know what to escalate, to whom, and how hard to push, and keep escalations moving until they close
• Review MSP ticket dispositions for accuracy. Challenge premature closures, chase reopens, and make sure resolution notes actually describe what was fixed
• Act as onsite hands for MSP engineers during remote work at branch locations: cabling, device swaps, verification, and eyes on the problem
• Participate in MSP service review calls and bring the location level data that makes those conversations substantive rather than anecdotal
• Maintain and document the boundary between what is handled in house and what routes to the MSP, so branch users and the MSP both know where a ticket belongs

Other vendors, from day one:

• Serve as day to day contact for IT vendors covering hardware, connectivity, and telephony
• Track vendor SLAs, open tickets, and escalations to resolution, holding vendors accountable to contracted response times
• Maintain the vendor contract inventory: renewal dates, terms, points of contact, and service scope
• Coordinate vendor onsite visits across branch locations and confirm work was completed as scoped

On conversion to full time:

• Review vendor invoices against contracted rates and delivered service, flagging discrepancies to Finance before approval
• Assemble renewal and pricing information for IT leadership review

Service reporting across multiple locations (approximately 20%) You will inherit an existing reporting template. You are not being asked to design the reporting function from scratch.

• Produce the monthly IT service report covering all locations: ticket volume, resolution times, recurring issues, uptime, and vendor performance
• Maintain the asset and license inventory by location so headcount, hardware, and software counts reconcile
• Track IT spend by location against budget and surface variances early
• Deliver reports on a fixed monthly calendar, and roll monthly data into quarterly and fiscal year summaries
• Identify patterns across locations and recommend fixes. The report is expected to drive action, not just document activity

Required qualifications

• 5 to 8 years in IT support, service delivery, desktop support, or a comparable hands on technical role
• Demonstrated experience supporting users across multiple physical locations
• Windows desktop administration, Microsoft 365, and Active Directory or Entra ID
• Working networking knowledge: TCP/IP, DNS, DHCP, VLANs, switches, wireless access points, and structured cabling
• Experience supporting users on an ERP system
• Proficiency in Excel, including pivot tables and lookups, and the discipline to run a repeatable monthly report rather than hand assembling it every cycle
• Experience holding third party vendors to committed service levels
• Experience working alongside a managed service provider or outsourced helpdesk, either as the client side contact or from inside the MSP
• Ability to write clearly for non technical audiences
• Valid driver's license, reliable access to a vehicle, and willingness to travel approximately 25%
• Ability to lift and position equipment up to 50 lbs and to work in warehouse and cooler environments during onsite visits

Preferred qualifications We do not expect any one candidate to have all of these. Cloud phone administration in particular is something we will train.

• Time spent working at a managed service provider. Having sat on the vendor side of an MSP relationship is genuinely useful here since you will know how ticket queues get prioritized, how SLAs are measured, and where to push
• Experience in wholesale distribution, food, floral, or another perishable goods environment
• Experience administering or supporting a cloud phone platform (Zoom Phone, RingCentral, Teams Phone, or similar)
• NetSuite administration or SuiteAnalytics reporting experience
• Familiarity with legacy or green screen ERP systems
• Experience with Monday.com or a comparable work management platform
• Exposure to integration platforms such as Boomi
• CompTIA A+ or Network+, Microsoft endpoint certifications, or a cloud phone administrator certification

What success looks like