Senior IT Service Delivery Support Specialist

Since 1933, Heath Consultants Incorporated has been a trusted leader in providing innovative services and equipment to the natural gas and utility industries. With in-house manufacturing capabilities at our world-class facility in Houston, TX, we continue to pioneer technologies that power and protect communities across the country. We are seeking a Senior IT Service Delivery Support Specialist to join our IT team.

The Senior IT Service Delivery Support Specialist

serves as a key technical resource and operational leader within the service desk function. This role combines advanced technical support, service ownership, and mentorship responsibilities to help stabilize and mature the IT support environment. Operating under ITIL/ITSM best practices, the specialist ensures consistent service quality, leads by example, and contributes to service improvement efforts across the team.

We are seeking a highly skilled and proactive Senior IT Service Delivery Specialist to join our enterprise IT team. This role focuses on advanced System Administration tasks and Tier 2/3 support, ensuring seamless service delivery across Microsoft 365, Intune, Jamf, and Meraki environments. The ideal candidate will be responsible for managing user accounts, licensing, SharePoint sites, and escalated service desk issues, while contributing to enterprise-wide ITSM initiatives.

Key Responsibilities System Administration & Operations

- Administer user accounts, groups, and permissions in Active Directory and Microsoft 365

- Manage device enrollment and compliance policies in Intune and Jamf for Windows and macOS endpoints.

- Perform basic troubleshooting and monitoring of Meraki network devices.

- Support and maintain SharePoint sites, shared mailboxes, and license assignments.

- Apply patches and updates to servers and endpoints, validating changes in staging before rollout.

Mobile Device Management (MDM)

- Enroll, configure, and manage mobile devices (iOS, Android, Windows, macOS) using Microsoft Intune.

- Monitor device compliance and remediate non-compliant devices.

- Apply security policies, conditional access, and remote wipe/lock as needed.

Software Packaging & Deployment

- Package, test, and deploy applications and updates to endpoints via Intune.

- Troubleshoot failed deployments and resolve application compatibility issues.

- Maintain a catalog of approved software and update deployment schedules.

Windows Autopilot

- Configure and manage Windows Autopilot profiles for zero-touch provisioning.

- Coordinate device registration, profile assignment, and deployment for new hardware.

- Troubleshoot Autopilot provisioning errors and ensure smooth onboarding for end users.

Local Administrator Password Solution (LAPS)

- Implement and manage Microsoft LAPS for secure local admin password rotation.

- Monitor LAPS compliance and audit password access requests.

- Provide support for LAPS-related incidents and documentation.

Intune Reporting & Analytics

- Generate and review compliance, deployment, and inventory reports from Intune.

- Analyze trends in device health, patch status, and security posture.

Tier 2/3 Escalations

- Resolve escalated issues related to device enrollment, policy application, and software deployment.

- Collaborate with Tier 1 support and engineering teams for root cause analysis.

Incident & Problem Management

- Respond to and resolve Tier 2 service desk tickets, including escalated incidents and service requests.

- Troubleshoot issues across Windows, macOS, and mobile platforms.

- Collaborate with Tier 1 and Tier 3 teams to resolve complex technical problems.

- Document solutions and update the internal knowledge base.

Monitoring & Reporting

- Monitor system health, performance, and capacity using dashboards and analytics tools.

- Track and report on KPIs such as availability, SLA compliance, and backup success rates.

- Generate weekly/monthly reports on system status and incident trends.

Collaboration & Documentation

- Act as an escalation point for service desk issues related to cloud and systems.

- Document infrastructure, SOPs, system diagrams, and operational processes.

- Provide training and knowledge transfer to junior staff and service desk agents.

Other Typical Duties

- Participate in change management and problem management workflows.

- Support asset lifecycle tracking and compliance initiatives.

- Assist with onboarding new tools and integrations (e.g., HRIS, CRM, monitoring tools).

- Maintain accurate documentation of systems, processes, and resolutions.

Competencies

- Technical Expertise – Serves as escalation point and expert in tools, systems, and troubleshooting

- Leadership & Mentoring – Models professionalism; provides guidance and support to junior team members

- Customer Orientation – Maintains a service-first mindset; balances technical accuracy with user empathy

- Operational Discipline – Maintains high standards in ticket hygiene, documentation, and process adherence

- Accountability – Proactively communicates status, owns outcomes, and drives continuous improvement

- Problem Solving – Sees beyond symptoms to root causes and contributes to long-term solutions

Knowledge, Skills And Experience

Education & Certification

- Bachelor’s degree in Information Technology or related field, or equivalent work experience

- ITIL Foundation certification strongly preferred

- A+, Network+, Microsoft certifications are a plus

Technical Skills

- 5–7 years of progressive IT support or service desk experience

- Deep familiarity with:

- Windows OS, macOS, and Microsoft 365

- Active Directory (user management, group policies, permissions)

- Endpoint management and imaging tools

- Remote support tools (RDP, TeamViewer, Desktop Central, etc.)

- Ticketing systems (Freshservice, ServiceNow, Jira, etc.)

- Experience supporting mobile device management (iOS/Android) and basic network troubleshooting

- Administer and maintain Microsoft 365 services including:

- User provisioning and deprovisioning

- Shared mailbox and distribution group management

- License assignment and auditing

- SharePoint site creation, permissions, and lifecycle management

- Manage Intune for device compliance, app deployment, and conditional access policies

- Administer Jamf Pro for macOS device enrollment, configuration, and patching

- Support Meraki network infrastructure with basic troubleshooting and monitoring

- Comfortable with software installs, patching, and inventory compliance practices

Soft Skills

- Strong written and verbal communication skills for both technical and non-technical users

- Ability to manage time, prioritize tasks, and lead small initiatives without supervision

- Strong interpersonal skills; able to diffuse tense situations and provide calm, professional support

- Committed to service excellence and team development

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