Job Description
Job title: Specialist, Technology Support
The Technology Support Specialist is responsible for providing operational oversight, governance, and performance management for the organization's outsourced Technology support provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, aligning proper operational flows between groups, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
Key Responsibilities
Vendor Oversight & Governance
The Technology Support Specialist is responsible for providing operational oversight, governance, and performance management for the organization's outsourced Technology support provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, aligning proper operational flows between groups, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
Key Responsibilities
Vendor Oversight & Governance
- Serve as the primary liaison between the organization and the outsourced technology support provider.
- Monitor daily operations of the vendor-run technology support group to ensure alignment with contractual...
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