Senior Service Delivery Specialist

6 hours, 5 minutes 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 support junior Support Desk team members and Level 1 Team Leads.
  • Implement and continuously improve IT service management (ITSM) processes.
  • Communicate service status, risks, and improvement initiatives to stakeholders.
  • Serve as the primary escalation point for service issues.
  • Identify root causes and drive permanent resolution through problem and change management.
  • Support desk operations and help ensure adherence to SLAs, KPIs, and organizational goals.
  • Act as a bridge between IT operations, business stakeholders, and technical teams.
  • Help foster relationships with external service providers and vendors.
  • Drive performance improvement and operational excellence in IT support services.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
  • 7 years of experience in IT support or service management.
  • Experience mentoring junior IT Support Engineers.
  • Proven experience supporting mobile devices and/or laptops.
  • Experience with tools and systems such as Okta, ServiceNow, Jira, Chrome, and Mac.
  • Ability to explain fixes and ideas to technical and non-technical audiences using written and verbal communication (preferred).
  • Ability to work with cross-functional teams to deliver projects and complete tasks (preferred).
  • Proven experience in fast-paced Support Desk operations (preferred).
  • This role is not eligible for immigration sponsorship.

Benefits

  • US base salary range of $140,000 to $204,200 plus bonus, cash award, and benefits.
  • Additional pay varies by location and may be adjusted based on skills, experience, and education.
  • Full-time position with benefits.
  • Opportunity to work for an Alphabet company supporting Google Fiber and Google Fiber Webpass.
  • Accommodation support for applicants who need it.

Interested in this position?

Apply directly on the company website

Apply Now

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