Service Delivery Specialist - Technology IT at Signant Health

Where do you fit in?

• Service Delivery Specialist owns and delivers end‑user IT services by providing reliable technical support, ensuring security and compliance, participating in service and technology projects, and continuously improving the user experience through effective service design and training.

 As part of our team, your main responsibilities will be:

Incident Management & Service Support

• Provide IT support to the global end‑user community, including on-site and remote employees.
• Deliver hands-on support for end-user devices, including deployment, configuration, troubleshooting, and lifecycle management.
• Offer end-user guidance and training on devices, collaboration tools, and business applications.
• Ensure high-quality service delivery by monitoring incident queues, prioritizing cases, and escalating issues when needed.

Training & Knowledge Enablement

• Support the creation and delivery of service-based training materials for IT team members and the wider user community.
• Contribute to the development of user guides, knowledge articles, and self-service resources.
• Assist in conducting training sessions to improve user adoption and reduce recurring issues.

Project Participation

• Collaborate with project teams to assist in the deployment and rollout of new IT services and technologies.
• Participate in project tasks such as testing, documentation, communication, and post-implementation support.
• Provide feedback to improve service quality, user experience, and operational readiness.

Security & Compliance

• Work closely with the IT security team to ensure all end-user devices remain compliant with corporate standards.
• Log and track security-related incidents, ensuring timely remediation.
• Support efforts related to patching, endpoint protection, identity management, and enforcement of security policies.

Service Ownership & Continuous Improvement

• Act as an escalation point for one or more assigned services within the IT service catalog.
• Oversee the full life cycle of assigned services, including design, testing, documentation, road mapping, and enhancements.
• Maintain service documentation, workflows, and support materials.
• Identify opportunities for service optimization and process improvements.

General Responsibilities

• Travel as required to support regional or global service initiatives.
• Perform additional responsibilities or tasks as assigned based on business needs.

What You'll Bring:

• Associates degree in computer science or communications.
• Minimum of three years’ experience in IT support, additional experience in leading a support team.
• Knowledge of Azure active directory, BitLocker and Defender ATP. Microsoft operating systems (Windows 10, Server 2012/2016/2019). Mac OSX
• Knowledge of Office 365 environment including Email, SharePoint, Teams and OneDrive.
• Familiarity with deployment of smartphones (Android/iOS).
• Strong training development skills, being able to communicate complex technical matters in an easy-to-understand way. 
• Must be able to deal effectively with all levels of the organization.
• Must be a team-oriented person with good communications, interpersonal skills and willingness to learn and grow.