IT Support Specialist

Role Overview

• Provide operational leadership for IT support operations to ensure responsive, high‑quality service delivery aligned with infrastructure and business objectives
• Lead and execute day‑to‑day IT support operations through coordination and prioritization of IT support activities
• Assign, prioritize, and rebalance IT support work to meet service expectations
• Define and maintain IT support procedures and standards, aligned with best practices and regularly reviewed for relevance
• Ensure proper escalation and resolution paths are followed for all IT support cases, coordinating across teams as needed
• Monitor IT support trends and metrics to identify issues, track performance, and drive service improvements
• Ensure alignment of priorities, facilitate knowledge sharing, and drive effective coordination to resolve IT issues efficiently
• Implement tools to enhance IT support efficiency, including service management platforms, automation solutions, and remote IT support tools
• Lead IT support resources to ensure technical proficiency and service standard adherence
• Ensure effective execution of IT support operations by coordinating IT support activities and client service excellence
• Proactively assess and provide IT support performance feedback to manager on an ongoing basis
• Lead problem management efforts by identifying root causes of recurring issues and implementing permanent solutions
• Drive continuous improvement in IT support processes and customer experience
• Forecast IT support needs and identify resource and tool requirements for budget and MRP planning

Requirements

• Associate’s degree in computer science, computer engineering, electrical engineering, or related field or equivalent via education and/or work experience
• 5 years’ experience in IT support or help desk services
• Demonstrated success leading IT technical and business projects
• Demonstrated success identifying system gaps and emerging technologies that increase accuracy, productivity, and business growth
• Demonstrated ability to deliver a project or multiple projects on time, from concept through deployment
• Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
• Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
• Demonstrated continuous improvement in areas of responsibility
• Proficiency in MS Office
• Availability to travel domestically and internationally, less than 5%, sometimes with limited notice
• Demonstrated experience with ITIL frameworks
• Familiarity with Microsoft 365 administration
• Demonstrated experience in manufacturing or multi-site enterprises
• Demonstrated experience implementing knowledge bases and self-service portals
• Demonstrated experience in a recognized business process methodology