It Services Specialist

Job DetailExperience Level Mid LevelDegree Type Bachelor of Science (BS)Employment Full TimeWorking Type HybridJob Reference 0000021084Salary Type AnnuallyIndustry ConstructionSelling Points Lead impactful IT service operations and drive process improvements. Enhance service delivery frameworks and operational efficiency using ITIL expertise. Collaborate in a hybrid work environment fostering growth.Job DescriptionIT Services Specialist OverviewThe IT Services Specialist will lead service desk operations and drive process improvements using ITIL frameworks.Focus on optimizing service delivery, SLAs, and operational metrics to enhance efficiency and user satisfaction.Collaborate with stakeholders to align IT services with business and field requirements.Provide mentorship and operational leadership to the service desk team without direct management responsibilities.Analyze service metrics and identify opportunities for continuous improvement and automation.Assist with advanced technical support issues as needed, focusing on operational strategy.Contribute to a culture of innovation and collaboration within the IT department.Work in a hybrid environment with opportunities for professional growth and development.IT Services Specialist Key Responsibilities & DutiesDevelop and implement ITIL-based processes across the organization to enhance service delivery.Design, measure, and improve SLAs, service catalogs, and operational workflows.Evaluate escalation paths and optimize handoff processes between support levels.Provide mentorship and guidance to the service desk team, promoting a high-performance culture.Analyze service metrics to identify areas for operational improvement and efficiency.Collaborate with cross-functional teams and vendors to ensure seamless service delivery.Assist with advanced technical support issues and contribute to strategic IT initiatives.Support the lifecycle management of IT devices, from procurement to refresh.IT Services Specialist Job RequirementsBachelor of Science degree in a relevant field is required.5–10 years of experience in IT support or operations, with a focus on service desk management.Proven expertise in ITIL frameworks and ITSM processes is essential.Strong experience with SLA design, service catalog management, and operational metrics.Advanced knowledge of Microsoft 365, Windows environments, and identity management systems.Excellent communication and stakeholder engagement skills.Ability to lead process improvements and drive operational efficiency.Experience in supporting large or field-based organizations is preferred.