IT Services Specialist Overview • The IT Services Specialist will lead service desk operations and drive process improvements using ITIL frameworks. • Focus on optimizing service delivery, SLAs, and operational metrics to enhance efficiency and user satisfaction. • Collaborate with stakeholders to align IT services with business and field requirements. • Provide mentorship and operational leadership to the service desk team without direct management responsibilities. • Analyze service metrics and identify opportunities for continuous improvement and automation. • Assist with advanced technical support issues as needed, focusing on operational strategy. • Contribute to a culture of innovation and collaboration within the IT department. • Work in a hybrid environment with opportunities for professional growth and development. IT Services Specialist Key Responsibilities & Duties • Develop and implement ITIL-based processes across the organization to enhance service delivery. • Design, measure, and improve SLAs, service catalogs, and operational workflows. • Evaluate escalation paths and optimize handoff processes between support levels. • Provide mentorship and guidance to the service desk team, promoting a high-performance culture. • Analyze service metrics to identify areas for operational improvement and efficiency. • Collaborate with cross-functional teams and vendors to ensure seamless service delivery. • Assist with advanced technical support issues and contribute to strategic IT initiatives. • Support the lifecycle management of IT devices, from procurement to refresh. IT Services Specialist Job Requirements • Bachelor of Science degree in a relevant field is required. • 5–10 years of experience in IT support or operations, with a focus on service desk management. • Proven expertise in ITIL frameworks and ITSM processes is essential. • Strong experience with SLA design, service catalog management, and operational metrics. • Advanced knowledge of Microsoft 365, Windows environments, and identity management systems. • Excellent communication and stakeholder engagement skills. • Ability to lead process improvements and drive operational efficiency. • Experience in supporting large or field-based organizations is preferred.