Senior Service Desk Specialist

Job Summary

A company is looking for a Senior Service Desk Specialist to join their Service Desk team.

Key Responsibilities

• Provide advanced technical support for internal and external customers, ensuring high service quality and timely resolution
• Mentor and develop Tier 1 and Tier 2 specialists through coaching and structured feedback
• Serve as the primary escalation point for complex incidents and outages, managing communications with leadership

Required Qualifications

• 5+ years of experience in IT Service Desk or technical support roles, including Tier 2 responsibilities
• Hands-on proficiency with ITSM platforms (e.g., ServiceNow, Jira Service Management)
• Practical ITIL experience with the ability to improve service outcomes
• Ability to leverage AI-assisted tools for enhanced efficiency
• Strong operational awareness to monitor multiple workflows and make real-time decisions