IT Service Delivery Specialist

IT Service Delivery Specialist

Ideal candidate is expected to have stellar Customer Services skills heavily focused on end-user productivity and satisfaction. This is a full-time position; working three times a week from the Hingham, MA office - or as business needs dictate - is required.

Job Summary

Reporting to the Senior IT Service Delivery Manager, the IT Service Delivery Specialist at OPEN Health will assist with IT operations and maintenance out of our Hingham, MA office location. This role will manage the Starters and Leavers process from an IT perspective and ensure all hardware needs are dealt with efficiently and in a highly professional manner, as this is a user-facing role and carries the responsibility of being one of the faces of OPEN Health’s Group IT organization. Working closely with the rest of the IT team, business users, managed service providers, the IT Service Delivery Specialist will provide a responsive and efficient level of service to staff while assisting in the installation and maintenance of IT equipment.

Essential Duties & Responsibilities

Primary duties and responsibilities include but are not limited to:

• Collaborating closely with the Senior IT Service Delivery Manager and liaising effectively with other IT teams to address all IT-related delivery and support issues across the organization
  
• Overseeing the lifecycle of IT hardware, including new hardware, replacements, and faulty equipment, and ensuring that all equipment is properly tracked through the necessary systems and logs
• Managing the IT onboarding process for new employees, including laptop setup and end-user training, and ensuring that all relevant systems and logs are updated accordingly
• Managing the IT offboarding process for departing employees, including asset retrieval, access termination, and document/knowledge/access transfer, and ensuring that all relevant systems and logs are updated accordingly
• Maintaining an accurate inventory of equipment, such as laptops, monitors, keyboards, and mice, and managing equipment allocation and retrieval as needed
• Managing access for multiple platforms, systems, and services, and ensuring that access is granted and revoked in a timely and appropriate manner
• Assisting the Senior Service Delivery Manager with IT projects and initiatives as needed
• Enforcing company policies and procedures related to IT usage and security
• Providing IT support to all departments and assisting with any issues or requests related to IT requirements within an appropriate response time
• Providing admin support to the Senior IT Service Delivery Manager and teams as needed
• Supporting ad-hoc IT functions as needed and in the absence of colleagues

Experience, Skills, and Qualifications

• Minimum of 2 years of IT experience in a busy, fast-paced organization which included customer service as a key part of the role
• Proactively engage others and communicate effectively with clients, colleagues, vendors, and leadership cross-functionally across Operations
• Must have the ability to compare, contrast, and quality check work with a keen attention to detail and present numerical data orally, in writing, or through graphics
• Proficient in MS365 Word, Excel (necessary), PowerPoint, database, and reporting tools
• Ability to make clear, concise decisions and solve complex problems
• Establishing and maintaining an excellent relationship with colleagues across our global organization
• Professional, courteous and responsive communication (whether verbal or written) which reflects properly on the professional capability of the IT department
• Ability to effectively plan, organize, and schedule activity to ensure key tasks are delivered on time and manage multiple tasks at any one time
• Ability to generate and communicate clear priorities, independently drive core activities, and effectively gather and incorporate feedback in a quick and friendly manner
• Ability to adjust quickly to changing priorities and conditions and cope effectively with complexity and change

Travel Requirements

• Travel: International and domestic; 10%