About This Role
This role involves managing daily IT operations, troubleshooting issues, and supporting the technology needs of the business. The Senior IT Operations Specialist will oversee and maintain the company's IT infrastructure, ensuring efficient operations and system reliability.
Responsibilities
- 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
Requirements
- 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
- Excellent communication, stakeholder management, and relationship-building skills
- Proven ability to balance hands-on technical support with process improvement and service leadership responsibilities
Nice to have:
- Experience supporting distributed, multi-site, or field-based organizations
Benefits
- Comprehensive benefits package, including health coverage and 401(k) match
- Opportunities to work on impactful IT projects within the business services industry
