Job title: Advanced Specialist, Technology Support
Job Description: 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
Skills 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
- Ability to work US hours
- ITIL Foundation certification (or higher)
- Experience with enterprise ticketing platforms such as ServiceNow, Remedy
- Experience in a mid-to-large corporate environment with structured vendor relationships
- Familiarity with SLA/SLO design and continuous improvement methodologies
What We Do
We are the world’s learning company with more than 22,500 employees operating in 70 countries. We provide content, assessment and digital services to learners, educational institutions, employers, governments and other partners globally. We are committed to helping equip learners with the skills they need to enhance their employability prospects and to succeed in the changing world of work. We believe that wherever learning flourishes so do people.
