Senior IT Operations Specialist

IT Service Management Professional

Michael Page is hiring for a firm based in Chicago.

Implement and manage ITIL-based processes, including incident, problem, and change management

Design, maintain, and optimize service catalogs, SLAs, and support frameworks across L1, L2, and L3 support functions

Drive service delivery improvements through automation, self-service capabilities, and process optimization

Analyze service performance metrics and identify opportunities for continuous improvement

Support and lead IT projects, initiatives, and technology rollouts

Act as the highest escalation point for complex technical issues and critical incidents

Mentor junior team members and help cultivate a high-performing service organization

Partner with business stakeholders to align technology services with operational needs across office and field locations

Provide advanced support for Microsoft 365, endpoint devices, enterprise applications, and identity/access management solutions

Oversee device lifecycle management, including procurement, deployment, maintenance, and refresh activities

Collaborate with vendors, internal teams, and business partners to ensure effective service delivery

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

5-10+ years of experience in IT support, infrastructure, or IT operations

Strong background in IT service management (ITSM), ITIL frameworks, Microsoft 365, Windows environments, and identity/access management

Demonstrated success handling high-level technical escalations and driving service improvements

Experience supporting distributed, multi-site, or field-based organizations is highly preferred

Excellent communication, stakeholder management, and relationship-building skills

Proven ability to balance hands-on technical support with process improvement and service leadership responsibilities

Competitive salary ranging from $90,000 to $130,000 USD, depending on experience.

Comprehensive benefits package, including health coverage and 401(k) match.

Opportunities to work on impactful IT projects within the business services industry.