IT Service Delivery Specialist

We are looking for an IT Service Delivery Specialist to lead IT service delivery and internal customer engagement. This role acts as the face of IT for internal users, focusing on creating a seamless support experience across all devices, applications, and service channels. The ideal candidate will embrace a 'customer-first' mindset, consistently looking for ways to enhance user satisfaction, increase IT solution adoption, and improve day-to-day service operations. This role is also responsible for managing endpoint lifecycle, including provisioning, maintenance, and retirement of user devices and hardware across the company. A key dimension of this role is partnering with the People team to co-own and continuously refine the IT onboarding journey, ensuring every new employee and contractor has a seamless, well-coordinated technology experience from day one.

Core Responsibilities:

IT Support Operations

• Serve as the primary IT point of contact for internal customers, managing the lifecycle of support tickets and service requests.

• Support user access provisioning, password resets, and license management across core tools like Office 365, G-Suite, and SaaS platforms.

• Establish and track kpi’s for IT service delivery, to identify common themes in requests or issues.

• Evaluate, improve, and drive self-service initiatives through automation, knowledge bases, and FAQ workflows to reduce friction and response time.

• Partner with SaaS vendors to manage support escalations and ensure business continuity of applications.

• Collaborate with IT leadership and infrastructure teams to support cross-functional initiatives involving end-user systems.

• Assist with Microsoft & Google Workspace configurations including user management, license management & conditional access policies.

• Assist & support in strategy proposals for improving SaaS provisioning, adoption, governance, including recommendations for access controls & license optimization.

• Partner with IT vendors and managed service providers to maintain established process and support IT initiatives.

Onboarding & Training

• Partner with the People team to continuously refine the IT x People onboarding journey for employees and contractors, ensuring device readiness, system and application access are set up.

• Conduct onboarding sessions to ensure new hires are equipped with the knowledge and tools needed to perform at the highest level.

• Support definition of a continuous user training program in collaboration with the Program and PPM teams, aligning content with evolving tools and workflows.

• Champion a 'customer-first' experience by delivering empathetic, clear, and proactive communication throughout all user interactions.

• Gather feedback on IT onboarding and training sessions to identify gaps and continuously enhance the user experience.

• Create and maintain IT orientation materials, such as onboarding guides, quick reference sheets, and training videos tailored to different user profiles (HQ, warehouse, remote, etc.).

Endpoint & Asset Management

• Oversee endpoint management for employee devices, including setup, configuration, maintenance, compliance, and lifecycle management program.

• Manage MDM systems, ensuring all provisioned devices are secure, updated, and aligned with IT compliance standards.

• Manage inventory for IT hardware including laptops, monitors, mobile devices, and peripherals using the integrated inventory system.

• Standardize hardware configurations and provisioning workflows to ensure a consistent and efficient end-user experience across departments.

• Coordinate with vendors to standardize the best available equipment specs, reduce hardware lead times, and support seamless IT scaling during hiring bursts.

Qualifications & Skills:

• Bachelor’s Degree and/or equivalent experience in the technology field is preferred.

• 5 years of experience in a user-facing IT support or systems role.

• Strong analytical and communication skills with the ability to simplify technical concepts for end users.

• Experience using service management and support tools such as Freshservice, JIRA, or Zendesk.

• Working knowledge of SaaS platforms, user access models, and onboarding/offboarding processes.

• Understanding of IT infrastructure solutions such as Okta, Google, Azure, Entra ID, Intune, and endpoint security.

• Ability to lead workshops and training sessions to promote IT solutions across departments.

• Strong documentation skills for SOPs, training materials, and process definitions.

• Customer-focused, empathetic approach to problem-solving and engagement.

• Demonstrated ability to work in cross-functional environments and manage multiple priorities.

• Eagerness to grow beyond the defined role and contribute to cross-functional initiatives.