Senior Service Delivery Specialist

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Google Fiber

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📡 Telecommunications

Telecommunications • Internet

Google Fiber is a high-speed internet service provider and a subsidiary of Alphabet Inc. , offering fiber optic communication services to select areas in the United States. As an integral part of Google's suite of products and services, Google Fiber aims to provide fast and reliable internet connections to enhance user experience across digital platforms.

📋 Description

• Lead, mentor, and help develop junior Support Desk team members and Level 1 Team Leads • Implement and improve IT service management processes (ITSM) • Communicate service status, risks, and improvement initiatives • Serve as the primary escalation point for service issues • Identify root causes and drive permanent resolution through problem and change management • Drive the performance and continuous improvement of IT support services • Support desk operations and ensure adherence to IT services aligned with SLAs, KPIs, and organizational goals • Bridge IT operations, business stakeholders, and technical teams to support efficient incident resolution, high user satisfaction, and reliable IT service availability • Foster relationships with external service providers and vendors

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or 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 systems and tools such as Okta, ServiceNow, Jira, Chrome, and Mac • This role is not eligible for immigration sponsorship

🏖️ Benefits

• Bonus • Cash award • Benefits • Applicant accommodations and confidential accommodation support • Equal opportunity and inclusive workplace commitments