Senior Service Delivery Specialist

Webpass, Inc.; Northern (KY); Hybrid; USD 140,000 - 204,000; Full time

Job summary

GFiber is seeking a Senior Service Delivery Specialist to drive IT support performance and continuous improvement for internal users and external clients. You will bridge IT operations, stakeholders, and technical teams to ensure efficient incident resolution and reliable service availability.

You will also mentor junior engineers, implement ITSM processes, and communicate risks and improvements while serving as the primary escalation point.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 7 years of experience in IT support or service management.
• Experience mentoring junior IT Support Engineers.
• Proven experience supporting Mobile Devices and/or Laptops.
• Experience with systems and tools, such as Okta, ServiceNow, Jira, Chrome and Mac.

Responsibilities

• Lead, mentor, and help in the development of junior Support Desk team members and Level 1 Team Leads.
• Implement and improve IT service management processes (ITSM).
• Communicate service status, risks, and improvement initiatives.
• Serve as the primary escalation point for service issues.
• Identify root causes and drive permanent resolution through problem and change management.

Skills

ITSM

Escalation management

Root cause analysis

Mentoring

Stakeholder communication

Mobile devices

Laptops

Okta

ServiceNow

Jira

Chrome

Mac

Education

Bachelor’s degree in Information Technology, Computer Science, Business, or related field

Tools

Okta

ServiceNow

Jira

Chrome

Mac

Job description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least August 23rd, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

Role Description

The Senior Service Delivery Specialist will be key in driving the performance and continuous improvement of IT support services to internal users or external clients. This role will be key in supporting desk operations, ensuring adherence to IT services aligned with SLAs, KPIs, and organizational goals while striving to achieve operational excellence.

The Senior Service Delivery Specialist acts as the bridge between IT operations, business stakeholders, and technical teams to ensure efficient incident resolution, high user satisfaction, and reliable IT service availability. This role will assist in fostering relationships with external service providers and vendors.

In this role, you’ll

• Lead, mentor, and help in the development of junior Support Desk team members and Level 1 Team Leads.
• Implement and improve IT service management processes (ITSM).
• Communicate service status, risks, and improvement initiatives.
• Serve as the primary escalation point for service issues.
• Identify root causes and drive permanent resolution through problem and change management.

At a minimum we’d like you to have

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 7 years of experience in IT support or service management.
• Experience mentoring junior IT Support Engineers.
• Proven experience supporting Mobile Devices and/or Laptops.
• Experience with systems and tools, such as Okta, ServiceNow, Jira, Chrome and Mac.

It’s preferred if you have

• Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.
• Ability to work with cross functional teams to deliver projects and complete other tasks.

The US base salary range for this full-time position is between $140,000 - $204,200 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

It’s important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form . Our candidate accommodations team will then connect with you to confidentially discuss your options.

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