Senior Service Delivery Specialist

Responsibilities

• Lead, mentor, and develop Support Desk team members, Team Leads, and support engineers
• Implement and improve IT service management processes (ITSM)
• Communicate service status, risks, and improvement initiatives
• Serve as the primary escalation point for service issues
• Plan workforce capacity and forecast support demand
• Identify root causes and drive permanent resolution through problem and change management

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field
• 10 years of experience in IT support or service management
• 4 years in leadership or service delivery management roles
• Proven experience leading Support Desk operations
• Proven experience supporting Mobile Devices and/or Laptops

Preferred Qualifications

• Ability to explain technical fixes to non-technical audiences
• Experience using metrics and data visualization to drive strategy
• Experience driving results across cross-functional teams

About the Company

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States.