IT Service Operations Specialist

Keller North America, Inc.; Hanover (MD); Presencial; USD 74.000 - 84.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) + matching

Health, Dental, Vision insurance

Life insurance

Paid time off (PTO)

Holiday Pay

Descripción de la vacante

Keller North America, Inc. is seeking an IT Service Operations Specialist to ensure reliable, standardized IT service operations across assets, end-user technology, and vendors.

You will coordinate requests, incidents, lifecycle activities, procurement, and reporting to maintain service quality and user satisfaction. The role partners with end users, local management, Service Delivery, Procurement, Finance, vendors, and technology teams to improve operational consistency and service delivery.

Formación

• 5+ years of experience in IT service operations, service desk, technical support, mobility, procurement, asset management, or related IT operations environment.
• Working knowledge of mobility services, carrier operations, desktop hardware, operating systems, software applications, printer services, and procurement processes.
• Experience with ServiceNow or a comparable ITSM platform, including request, incident, task, asset, and reporting activities.
• Experience coordinating vendors, carriers, contracts, inventories, service transitions, or consolidation initiatives.
• Familiarity with ITIL practices; CompTIA A+ or related service and technical foundations are preferred.
• Clear written and verbal communication skills, including the ability to explain technical or operational concepts in an end-user-friendly manner.
• Strong planning and organizational skills with the ability to manage competing priorities in a fast-paced, geographically dispersed environment.

Responsabilidades

• 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.

Conocimientos

IT service operations

Vendor coordination

ITIL familiarity

Clear communication

Herramientas

ServiceNow

Descripción del empleo

Company Logo

Overview

The IT Service Operations Specialist supports reliable, standardized, and cost-effective service operations across IT assets, end-user technology services, vendors, and operational support processes. The role helps coordinate service requests, incidents, lifecycle activities, procurement actions, inventory updates, vendor engagement, and operational reporting to ensure work is completed accurately and within agreed service expectations. This position partners with end users, local management, Service Delivery, Procurement, Finance, vendors, and technology teams to improve operational consistency, service quality, and the end-user experience.

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.

Qualifications

• 5+ years of experience in IT service operations, service desk, technical support, mobility, procurement, asset management, or related IT operations environment.
• Working knowledge of mobility services, carrier operations, desktop hardware, operating systems, software applications, printer services, and procurement processes.
• Experience with ServiceNow or a comparable ITSM platform, including request, incident, task, asset, and reporting activities.
• Experience coordinating vendors, carriers, contracts, inventories, service transitions, or consolidation initiatives.
• Familiarity with ITIL practices; CompTIA A+ or related service and technical foundations are preferred.
• Clear written and verbal communication skills, including the ability to explain technical or operational concepts in an end-user-friendly manner.
• Strong planning and organizational skills with the ability to manage competing priorities in a fast-paced, geographically dispersed environment.

Benefits

• 401(k) + matching
• Health, Dental, Vision insurance
• Life insurance
• Paid time off (PTO)
• Holiday Pay

Salary Range : $73,500-84,000 per year

Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law

Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.

Equal Employment Opportunity