Senior IT Support Specialist

About the role

The Senior IT Support Specialist will lead a support services team serving over 700 employees across multiple locations. The role combines hands‑on technical troubleshooting with team leadership, ensuring high‑quality IT support and adherence to service level agreements.

Key responsibilities

• Resolve escalated hardware and software incidents and serve as the escalation point for the support team.
• Lead the onboarding, orientation and training program for new users.
• Manage ticket triage, delegation and SLA compliance while maintaining customer satisfaction.
• Oversee PC imaging, deployments, hardware/software inventories and mobile device support.
• Administer core technology platforms such as Microsoft 365, Teams, SharePoint, IP phones, MDM, SCCM and related account provisioning.
• Maintain accurate asset inventory and documentation, and drive process improvements.

Required profile

• Bachelor’s degree in Computer Science or related field.
• Minimum 5 years of experience in a Help Desk or IT support environment.
• Proven experience leading a support team and managing projects.
• Knowledge of ITIL processes and ticketing systems (Fresh Service or ServiceNow).

Required skills

• Microsoft Windows 10 and Office 365 administration.
• Active Directory, WAN/LAN/Wi‑Fi, core networking and cloud services.
• System Center Configuration Manager / Microsoft Endpoint Manager.
• Mobile Device Management platforms (Jamf, Intune, AirWatch).
• Endpoint client security tools.
• Ticketing tools such as Fresh Service or ServiceNow.