IT Service Operations Architect

Keller; Hanover (MD); On-site; USD 74,000 - 84,000; Full time

Benefits offered by this job

401(k) + matching

Health, Dental, Vision insurance

Life insurance

Paid time off (PTO)

Holiday Pay

Job summary

Keller is seeking an IT Service Operations Specialist to standardize and optimize service operations across IT assets and end-user technologies. You will coordinate service requests, incidents, lifecycle activities, procurement actions, inventory updates, and vendor engagement to ensure timely delivery and accurate reporting.

You will partner with Service Delivery, Procurement, Finance, and IT leadership to improve operational consistency, service quality, and the end-user experience, while

Qualifications

• Requires 5+ years of experience in IT service operations, service desk, or related IT operations.
• Working knowledge of mobility services, carrier operations, desktop hardware, OS, software applications, printer services, and procurement.
• Experience with ServiceNow or similar ITSM platforms.
• Experience coordinating vendors, carriers, contracts, inventories, or service transitions.
• Familiarity with ITIL practices; CompTIA A+ or related foundations preferred.
• Excellent written and verbal communication, able to explain technical concepts to end users.

Responsibilities

• Coordinate daily IT service operations, including service requests, incidents, tasks, approvals, lifecycle activities, queue management, status communication, documentation, and operational escalations.
• Support assigned IT services and assets from request through deployment, assignment, recovery, reuse, retirement, disposal, or service transition.
• Maintain accurate records for assets, services, ownership, inventory, procurement actions, vendor activity, costs, contracts, lifecycle status, and operational reporting.
• Process and coordinate technology requests, hardware or accessory needs, service changes, orders, shipments, returns, recoveries, inventory updates, and related support activities.
• Partner with Service Delivery, Service Desk, Procurement, Finance, local offices, vendors, carriers, and technology teams to resolve issues and improve service consistency.
• Support vendor, carrier, contract, invoice, spend, billing, and service performance activities in partnership with Procurement and IT leadership.
• Develop and maintain process documentation, knowledge articles, ownership controls, work instructions, request channels, governance standards, and service transition materials.
• Monitor operational demand, service performance, asset accuracy, inventory levels, risks, costs, recurring issues, and improvement opportunities.
• Identify and recommend process, workflow, tooling, automation, cost optimization, inventory, and knowledge improvements.
• Ensure operational work aligns with IT policies, approved standards, documented procedures, audit requirements, and agreed service expectations.

Skills

IT service operations

Communication

Planning & organization

ITIL familiarity

Vendor coordination

Tools

ServiceNow

Job description

Keller is seeking an IT Service Operations Specialist to standardize and optimize service operations across IT assets and end-user technologies. You will coordinate service requests, incidents, lifecycle activities, procurement actions, inventory updates, and vendor engagement to ensure timely delivery and accurate reporting.

You will partner with Service Delivery, Procurement, Finance, and IT leadership to improve operational consistency, service quality, and the end-user experience, while