Senior IT Operations Specialist

Michael Page; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

401(k) match

Job summary

Michael Page, based in Chicago, seeks a Senior IT Operations Specialist to oversee and maintain the company’s IT infrastructure, ensuring reliable operations and rapid incident resolution across multiple sites.

You will implement ITIL-based incident, problem and change management, design service catalogs and SLAs, and drive improvements through automation and self-service. Strong ITSM background and experience with Microsoft 365 are essential.

Qualifications

• Strong background in IT service management (ITSM) and ITIL frameworks.
• Experience with Microsoft 365, Windows environments, and identity/access management.
• Proven ability to handle high-level technical escalations and drive service improvements.
• Experience supporting distributed, multi-site or field-based organizations is highly preferred.

Responsibilities

• Implement and manage ITIL-based processes including incident, problem, and change management.
• Design, maintain, and optimize service catalogs, SLAs, and support frameworks across L1, L2, and L3 support functions.
• Drive service delivery improvements through automation, self-service capabilities, and process optimization.
• Analyze service performance metrics and identify opportunities for continuous improvement.
• Lead IT projects, initiatives, and technology rollouts; act as escalation point for complex issues.
• Mentor junior team members and cultivate a high-performing service organization.
• Collaborate with stakeholders to align technology services with operational needs across office and field locations.
• Provide advanced support for Microsoft 365, endpoint devices, enterprise applications, and identity/access management solutions.
• Oversee device lifecycle management including procurement, deployment, maintenance, and refresh activities.
• Collaborate with vendors, internal teams, and business partners to ensure effective service delivery.

Skills

ITSM

ITIL

Microsoft 365

Windows environments

Identity & access management

Escalation management

Stakeholder management

Automation

Job description

The Senior IT Operations Specialist will oversee and maintain the company's IT infrastructure, ensuring efficient operations and system reliability. This role involves managing daily IT operations, troubleshooting issues, and supporting the technology needs of the business.

Michael Page is hiring for a firm based in Chicago.

Description

• Implement and manage ITIL-based processes, including incident, problem, and change management
• Design, maintain, and optimize service catalogs, SLAs, and support frameworks across L1, L2, and L3 support functions
• Drive service delivery improvements through automation, self-service capabilities, and process optimization
• Analyze service performance metrics and identify opportunities for continuous improvement
• Support and lead IT projects, initiatives, and technology rollouts
• Act as the highest escalation point for complex technical issues and critical incidents
• Mentor junior team members and help cultivate a high-performing service organization
• Partner with business stakeholders to align technology services with operational needs across office and field locations
• Provide advanced support for Microsoft 365, endpoint devices, enterprise applications, and identity/access management solutions
• Oversee device lifecycle management, including procurement, deployment, maintenance, and refresh activities
• Collaborate with vendors, internal teams, and business partners to ensure effective service delivery

Profile

• 5-10+ years of experience in IT support, infrastructure, or IT operations
• Strong background in IT service management (ITSM), ITIL frameworks, Microsoft 365, Windows environments, and identity/access management
• Demonstrated success handling high-level technical escalations and driving service improvements
• Experience supporting distributed, multi-site, or field-based organizations is highly preferred
• Excellent communication, stakeholder management, and relationship-building skills
• Proven ability to balance hands-on technical support with process improvement and service leadership responsibilities

Job Offer

• Competitive salary ranging from $90,000 to $130,000 USD, depending on experience.
• Comprehensive benefits package, including health coverage and 401(k) match.
• Opportunities to work on impactful IT projects within the business services industry.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.