ITIL Certified Support Specialist

Job Summary

A company is looking for a Managed Services Support Specialist who can provide leadership and guidance to the Service Desk team and internal stakeholders.

Key Responsibilities

• Monitor and manage ticket queues for proper assignment, prioritization, and resolution of customer issues
• Drive continuous service improvement and evaluate customer satisfaction through established goals and metrics
• Engage in Service Coordination and/or Implementation Coordination activities as needed

Required Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience
• ITIL Foundations Certification
• 4-6 years of experience in Managed Services and/or IT Industry, preferably with customer-facing responsibilities
• Strong understanding of ITIL best practices and operational support functions
• Experience in project management methodologies and processes