Managed Services Support Specialist

Job Purpose

The Managed Services Support Specialist is an innovative, enthusiastic, and organized individual who can work independently and understands the ITIL framework.

This role provides leadership and guidance to the Service Desk team and internal stakeholders to ensure customer satisfaction, develop new processes and procedures, conduct training and coaching, and support the launch of new products or system enhancements.

Key responsibilities include monitoring and managing ticket queues to ensure proper assignment, prioritization, and resolution of customer issues, while maintaining exceptional ticket documentation and SLA attainment. The role also involves identifying trends, addressing recurring issues, and developing methods to monitor ticket queues across Managed Service Operational Teams.

The specialist will engage in Service Coordination and/or Implementation Coordination activities as needed, drive continuous service improvement, evaluate customer satisfaction, establish goals and metrics, and provide reporting and feedback to the business.

This position requires a solid understanding of ITIL principles and the Managed Services business model. As a liaison between departments, the individual must demonstrate collaboration, communication, documentation, and organizational skills.

Essential Functions

• Service Desk Guidance and Support – 30%
• Ticket Queue Management – 30%
• KPI Identification, Monitoring/Reporting Development, and Continuous Service Improvement – 20%
• Service/Implementation Coordination – 10%
• Special Projects as Required – 10%

Education

• Bachelor’s Degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience.

Certifications

• ITIL Foundations Certification

Experience

• 4–6 years of experience in Managed Services and/or IT Industry, preferably with customer-facing responsibilities (sales and operational support).
• Service or Network Operations experience with strong understanding of operational support and analysis.
• Strong interpersonal skills with proven ability to build relationships with customers, operational personnel, and account teams at all levels.
• Technical understanding of ITIL best practices, support functions, applications, and processes.
• Balanced knowledge and working experience in:
• • Day-to-day change, incident, and problem management processes.
  • Reporting and tracking of key operational performance metrics.
  • Project management methodologies and processes.
• Ability to function in complex, challenging customer environments, influence change, and negotiate mutually beneficial solutions.

Special Knowledge, Skills, and Abilities

• Strong understanding of ITIL Framework.
• Ability to escalate issues efficiently and appropriately.
• Independent decision-making, planning, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong customer service and conflict resolution skills.
• Ability to work collaboratively with internal and external stakeholders.
• Ability to work under tight schedules in a fast-paced environment.
• Demonstrated ability to identify process improvement opportunities that support operational readiness.
• Ability to support others while meeting individual performance goals.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.