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$ 6250 - $ 7500 (Monthly)

Senior IT Service Delivery Support Specialist

Location
Work At Location Address
Type
Full Time
Status
Inactive
Job Published
07-17-2025

Description

- - Since 1933, Heath Consultants Incorporated has been a trusted leader in providing innovative services and equipment to the natural gas and utility industries. With in-house manufacturing capabilities at our world-class facility in Houston, TX, we continue to pioneer technologies that power and protect communities across the country. We are seeking a Senior IT Service Delivery Support Specialist to join our IT team.
    
    The Senior IT Service Delivery Support Specialist acts as a technical lead and operational expert within the Service Desk function, bringing hands-on expertise in network/server monitoring, Level 1 and Level 2 issue resolution, and ITIL-aligned service delivery. This role is instrumental in ensuring service excellence by supporting critical infrastructure, guiding junior staff, and driving improvements in ITSM and ITOM capabilities. The senior specialist contributes to the stability, performance, and maturity of IT operations by combining deep technical knowledge, mentoring, and process adherence.
    
    Key Responsibilities
    
    Provide expert-level troubleshooting and resolution for escalated Level 1 & 2 technical issues across end-user, network, and server platforms
    Monitor and manage alerts for network, server, and system health using monitoring tools (e.g., SolarWinds, PRTG, or equivalent)
    Act as SME in ITSM and ITOM processes, ensuring effective incident, change, and problem management in accordance with ITIL
    Oversee ticket queues, ensuring adherence to SLAs and guiding prioritization, escalation, and categorization best practices
    Support onboarding/offboarding including user account setup, provisioning, and device readiness
    Maintain and improve technical documentation, including how-to guides, process flows, and resolution steps
    Mentor and train junior team members on technical troubleshooting, documentation, and ITSM practices
    Collaborate with infrastructure, networking, and application teams to resolve cross-domain technical issues
    Participate in and lead service improvement projects, audits, or ITIL-based process enhancements
    
    Critical Success Measures
    
    High resolution rate on first contact; minimal issue escalation beyond Level 2
    Proactive issue detection and minimized system downtime
    Increased SLA compliance; reduced mean time to resolution (MTTR)
    Backlog remains low; SLA and CSAT targets consistently met
    100% onboarding readiness on Day 1; zero access issues post-offboarding
    Knowledge base articles have high usage and positive feedback
    Improved team confidence and accuracy; lower escalation rates
    Faster resolution of cross-team issues; improved coordination and communication
    Demonstrable improvements in efficiency, compliance, or service quality
    
    Competencies
    
    Technical Depth – Advanced knowledge of troubleshooting across desktop, server, and network systems, including monitoring tools
  - Service Management Excellence – Strong grasp of ITSM/ITOM principles and ITIL-aligned service delivery
  - Mentorship & Leadership – Provides guidance, fosters skill growth in peers, and demonstrates professionalism
  - Problem Ownership – Investigates root causes and implements lasting solutions
  - Customer Focus – Balances technical expertise with empathy and responsiveness to end-user needs
  - Operational Rigor – Maintains disciplined approach to documentation, SLAs, and ticket hygiene
  Experience/ Education & Certification
  
  Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- ITIL Foundation certification strongly preferred
- Network+, A+, Microsoft certifications (e.g., M365, Azure) are a plus
- Technical Skills
- 5–7 years of experience in IT support or service desk environments
- Proven experience with:
- Level 1 and Level 2 troubleshooting (desktop, server, network)
- Network and server monitoring tools (e.g., SolarWinds, Nagios, PRTG)
- ITSM & ITOM platforms (e.g., ServiceNow, Freshservice)
- Incident, change, and problem management aligned to ITIL
- Windows OS, macOS, and Microsoft 365 suite
- Active Directory: user management, group policies, and permissions
- Endpoint management and remote support tools (e.g., RDP, TeamViewer)
- Mobile device support (iOS and Android)
- Software deployment, patching, and inventory management
- Soft Skills
- Clear and confident communication across technical and non-technical stakeholders
- Self-driven with the ability to prioritize, multi-task, and lead small initiatives
- High emotional intelligence and professionalism under pressure
- Passionate about continuous improvement, knowledge sharing, and customer satisfaction
Work Environment & Physical Requirements

Dependable, flexibility to work weekends, evenings, nights, and holidays.
Heath’s IT shift covers 6am to 6pm such that as an employee needs assistance they will be provided it through the proper channels based on normal working hours, expanded working hours or emergency support hours.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
Occasional inspection of cables in floors and ceilings.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.