IT Service Operations Lead: Asset & Service Delivery

Keller North America, Inc.; Shipley Corner (MD); On-site; USD 74,000 - 84,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Dental insurance

Vision insurance

Life insurance

PTO

Holiday pay

Job summary

Keller North America, Inc. is seeking an IT Service Operations Specialist to coordinate service requests, incidents, and lifecycle activities across IT assets and end-user technologies.

The role partners with local management, Service Delivery, Procurement, Finance, and vendors to improve service quality and end-user experience. Responsibilities include maintaining asset records, processing hardware requests, and supporting procurement actions; developing process documentation; monitoring

Qualifications

• 5+ years of experience in IT service operations or related IT roles.
• Knowledge of mobility, carrier operations, desktop hardware, operating systems, software applications, printer services, and procurement processes.
• Experience with ServiceNow or a comparable ITSM platform.
• Experience coordinating vendors, carriers, contracts, inventories, or consolidation initiatives.
• Familiarity with ITIL practices; CompTIA A+ or related service and technical foundations preferred.
• Clear written and verbal communication skills; able to explain technical concepts to end users.
• Strong planning and organizational skills in a fast paced, geographically dispersed environment.

Responsibilities

• Coordinate daily IT service operations including requests, incidents, tasks, approvals, lifecycle activities, queue management, status communication, documentation, and operational escalations.
• Support 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

ServiceNow

ITIL familiarity

Vendor management

Communication

Planning & organization

Education

CompTIA A+

Tools

ServiceNow

Procurement systems

Job description

Keller North America, Inc. is seeking an IT Service Operations Specialist to coordinate service requests, incidents, and lifecycle activities across IT assets and end-user technologies.

The role partners with local management, Service Delivery, Procurement, Finance, and vendors to improve service quality and end-user experience. Responsibilities include maintaining asset records, processing hardware requests, and supporting procurement actions; developing process documentation; monitoring