Senior Service Delivery Specialist

3 weeks, 2 days ago
Full-time
Senior
Customer and Technical Support
Google

Google

Google specializes in organizing and providing access to the world's information through its highly regarded search services, catering to both individual users and corporate clients with innovative advertising and revenue-generating solutions.

Internet Software & Services
100K+
Founded 1998

Description

  • Lead, mentor, and develop Support Desk team members, Team Leads, and support engineers.
  • Implement and improve IT service management (ITSM) processes.
  • Communicate service status, risks, and improvement initiatives to stakeholders.
  • Serve as the primary escalation point for service issues.
  • Plan workforce capacity and forecast support demand.
  • Identify root causes and drive permanent resolution through problem and change management.
  • Help manage relationships with external service providers and vendors.
  • Drive performance and continuous improvement of IT support services.
  • Ensure support services align with SLAs, KPIs, and organizational goals.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
  • 10 years of experience in IT support or service management.
  • 4 years of experience in leadership or service delivery management roles.
  • Proven experience leading Support Desk operations.
  • Proven experience supporting mobile devices and/or laptops.
  • Preferred: ability to explain fixes and ideas clearly to technical and non-technical audiences.
  • Preferred: experience using metrics and data visualization to justify trade-offs and pivot strategies.
  • Preferred: experience driving results across teams that do not report directly to you.
  • This role is not eligible for immigration sponsorship.

Benefits

  • US base salary range of $140,000 to $204,200 per year.
  • Bonus eligibility.
  • Benefits package included.
  • Accommodation support for applicants with accessibility needs.
  • Equal opportunity employment in an inclusive workplace.

Interested in this position?

Apply directly on the company website

Apply Now

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