Technology Support Specialist

Specialist, Technology Support

Job title:  Specialist, Technology Support

The Technology Support Specialist is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Technology support provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),  continuous improvement across service delivery processes, aligning proper operational flows between groups, and ticket reduction activities.   The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience. 

Key Responsibilities

Vendor Oversight & Governance

• Serve as the primary liaison between the organization and the outsourced technology support provider.
• Monitor daily operations of the vendor-run technology support group to ensure alignment with contractual obligations and SLAs.
• Review and validate vendor performance metrics, dashboards, and reports; hold the vendor accountable for service quality and remediation activities.
• Facilitate regular operational and governance meetings with the vendor, including weekly operations reviews and monthly performance evaluations.
• Ensure compliance with ITIL-based processes, including incident, request, problem, and knowledge management.

Operational Management

• Oversee the intake, triage, and escalation workflows to ensure timely and effective resolution of incidents and service requests.
• Coordinate with internal IT teams to resolve issues that require Tier 2/Tier 3 support, ensuring seamless collaboration with the vendor.
• Analyze trends in incident volume, ticket quality, and service performance to identify systemic issues and areas for improvement.
• Maintain the accuracy and completeness of the knowledge base used by the vendor and internal IT staff.
• Ensure that the support teams maintain a high level of customer satisfaction and professional communication.

Continuous Improvement & Quality Assurance

• Develop and refine technology support processes, KPIs, and standards to optimize service delivery.
• Conduct periodic quality audits of tickets, communication, and customer interactions.
• Recommend and implement improvements to tools, workflows, training, and documentation.
• Drive and participate in the implementation of ServiceNow Service Catalog automations

Customer Experience & Stakeholder Communication

• Act as an escalation point for business units regarding support teams performance or unresolved issues.
• Communicate operational updates, trends, and project impacts to stakeholders.
• Gather feedback from end-users and stakeholders to ensure the support teams continually evolves to meet business needs.

Reporting & Analytics

• Produce regular performance dashboards, SLA reports, and operational summaries for leadership.
• Track KPIs such as first-call resolution, ticket backlog, response/resolve times, and customer satisfaction scores.
• Present findings and recommendations to IT leadership and governance committees.

Other responsibilities as assigned.

Qualifications

Required

• 5+ years of IT support, service desk management, or IT operations experience.
• Experience managing or working closely with outsourced IT service providers.
• Strong knowledge of ITIL/ITSM frameworks and associated processes.
• Excellent analytical abilities with experience interpreting service metrics and performance data.
• Strong communication and vendor management skills.
• Proven ability to drive process improvements and operational excellence.
• Need to work on US hours

Preferred

• ITIL Foundation certification (or higher).
• Experience with enterprise ticketing platforms such as ServiceNow (preferred), Remedy,  etc.
• Experience in a mid-to-large corporate environment with structured vendor relationships.
• Familiarity with SLA/SLO design and continuous improvement methodologies.

Core Competencies

• Vendor & Relationship Management
• Operational Discipline
• Analytical Thinking & Problem Solving
• Process Optimization
• Customer-Centric Mindset
• Clear & Effective Communication
• Collaboration Across Teams

Experience Level

Mid Level