Senior IT Support Specialist

Senior IT Support SpecialistOur client is seeking an experienced Senior IT Services Specialist to lead end-user support and service delivery across corporate and field operations. This individual will serve as the highest point of technical escalation, mentor support staff, and drive continuous improvement across IT service management, user experience, and operational efficiency.Key Responsibilities – Senior IT Support SpecialistServe as the primary escalation point for complex technical issues and critical incidents.Support and manage ITIL processes including Incident, Problem, and Change Management.Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.Mentor and provide technical guidance to junior IT staff.Analyze service metrics and drive continuous improvementAlign IT services with business and operational needs.Lead and support IT projects and vendor relationships.Develop and maintain service catalogs, support models, and SLAs.Drive automation, self-service, and process optimization initiatives.Manage device lifecycle activities.Required Qualifications – Senior IT Support SpecialistBachelors Degree in Computer Science, Information Technology, or related field5+ years of IT Support, Service Desk, Desktop Support, or IT Operations experience.Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.Professional experience with ITSM frameworks and ITIL practices.Proven ability to resolve escalated technical issues.Strong communication and stakeholder management skills.Preferred Qualifications – Senior IT Support SpecialistITIL certification.Microsoft certifications.Experience with ServiceNow, Jira Service Management, or similar platforms.Experience supporting distributed or field-based organizations.