Technology Support Specialist

Position Overview

The Technology Service Desk Controller is responsible for providing operational oversight governance and performance management for the organizations outsourced Service Desk provider. This role ensures high-quality end-user support adherence to service-level agreements (SLAs) continuous improvement across service delivery processes 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 Service Desk provider.
• Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
• Coaching the Service Desk on proper process troubleshooting resolving issues holistically contributing to knowledge and driving users to self-service.
• Review and validate vendor performance metrics dashboards and reports; hold the vendor accountable for service quality and remediation activities.
• Facilitate regular operational and governance meetings with the vendor including weekly operations reviews and monthly performance evaluations.
• Ensure compliance with ITIL-based processes including incident request problem and knowledge management.

Operational Management

• Oversee the intake triage and escalation workflows to ensure timely and effective resolution of incidents and service requests.
• Coordinate with internal IT teams to resolve issues that require Tier 2/Tier 3 support ensuring seamless collaboration with the vendor.
• Analyze trends in incident volume ticket quality and service performance to identify systemic issues and areas for improvement.
• Maintain the accuracy and completeness of the knowledge base used by the vendor and internal IT staff.
• Ensure that the Service Desk maintains a high level of customer satisfaction and professional communication.

Continuous Improvement & Quality Assurance

• Develop and refine Service Desk processes KPIs and standards to optimize service delivery.
• Conduct periodic quality audits of tickets communication and customer interactions.
• Recommend and implement improvements to tools workflows training and documentation.
• Drive and participate in the implementation of ServiceNow Service Catalog automations

Customer Experience & Stakeholder Communication

• Act as an escalation point for business units regarding Service Desk performance or unresolved issues.
• Communicate operational updates trends and project impacts to stakeholders.
• Gather feedback from end-users and stakeholders to ensure the Service Desk continually evolves to meet business needs.

Reporting & Analytics

• Produce regular performance dashboards SLA reports and operational summaries for leadership.
• Track KPIs such as first-call resolution ticket backlog response/resolve times and customer satisfaction scores.
• Present findings and recommendations to IT leadership and governance committees.

Qualifications

Required

• 5 years of IT support service desk management or IT operations experience.
• Experience managing or working closely with outsourced IT service providers.
• Strong knowledge of ITIL/ITSM frameworks and associated processes.
• Excellent analytical abilities with experience interpreting service metrics and performance data.
• Strong communication and vendor management skills.
• Proven ability to drive process improvements and operational excellence.

Preferred

• ITIL Foundation certification (or higher).
• Experience with enterprise ticketing platforms such as ServiceNow (preferred) Remedy etc.
• Experience in a mid-to-large corporate environment with structured vendor relationships.
• Familiarity with SLA/SLO design and continuous improvement methodologies.

Core Competencies

• Vendor & Relationship Management
• Operational Discipline
• Analytical Thinking & Problem Solving
• Process Optimization
• Incident Knowledge Problem Management
• Customer-Centric Mindset
• Clear & Effective Communication
• Collaboration Across Teams