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**
+ 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 obligations and SLAs.
+ Review and validate vendor performance metri...
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 obligations and SLAs.
+ Review and validate vendor performance metri...
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