Technology Support Specialist

Advanced Specialist, Technology Support

Job title:  Advanced 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