The User Support Specialist provides expert-level support in the delivery of IT services, analyzes complex service performance data, and leads service improvement initiatives. 

• Provides expert-level support and leadership in the delivery of IT services, including incident management, problem management, change management, and service request fulfillment, and ensures that services meet or exceed agreed-upon service level agreements (SLAs) and performance targets 
• Oversees the monitoring of SLAs and key performance indicators (KPIs), analyzes trends and patterns, develops strategies to address deviations, and improves service performance and customer satisfaction 
• Analyzes complex service performance data, trends, and metrics, identifies root causes of service issues, and develops and implements recommendations for enhancing service quality, efficiency, and effectiveness 
• Leads the management of IT incidents and problems, including prioritization, categorization, resolution, and root cause analysis, collaborates with cross-functional teams and stakeholders to minimize business impact and ensures service continuity 
• Leads change management processes, assesses the impact of changes on service delivery, coordinates implementation activities, and ensures compliance with change management policies and procedures to minimize disruptions and risks 
• Leads and drives service improvement initiatives, projects, and activities, leveraging best practices, industry standards, and innovation to enhance IT service delivery processes, tools, and capabilities, and drives continuous improvement and innovation 
• Manages relationships with external vendors, service providers, and suppliers, ensures that outsourced services and deliverables meet quality, cost, and performance requirements, and proactively addresses any issues or disputes that may arise 
• Maintains comprehensive documentation of service delivery processes, procedures, and performance metrics, and generates reports and analysis to monitor service performance, support decision-making, and communicates insights and recommendations to stakeholders 
• Coaches and mentors less experienced team members 
• Supports a positive and inclusive work environment

KEY COMPETENCIES

• Communicate Effectively - Listen to understand and clearly convey information in all forms based on the audience to ensure shared meaning of the message. 
• Act Inclusively - Ensure that actions and behaviors are respectful; show empathy and treat others with dignity. Leverage capabilities and insights of individuals with diverse perspectives, abilities and motivation. 
• Solve Problems - Identify, prioritize and implement alternatives for a solution. 
• Demonstrate Agility/Adaptability - Maintain effectiveness and adjust to change by exploring the rationale, trying new approaches, and collaborating with others to make the change successful. Create an atmosphere of open-mindedness to change. 
• Drive for Results - Show passion and commitment while delivering on business outcomes. Create a sense of individual ownership and accountability. 
• Champion Innovation - Identify opportunities for new and improved ways of doing things that result in value added, unique and differentiated solutions. 

EXPERIENCE/EDUCATION

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field 
• 5-7+ years in IT service delivery, service management, or related roles, with demonstrated expertise in managing SLAs, analyzing service performance, and leading service improvement initiatives 
• Relevant certifications (e.g., ITIL Expert, PMP, CISSP) preferred 
• Or equivalent combination of education and experience 

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge and familiarity with IT systems, networks, operating systems, hardware, and software applications 
• Strong Strong communication skills, both verbal and written, with the ability to communicate technical concepts clearly and effectively to non-technical end-users 
• Strong problem-solving skills and attention to detail, with the ability to follow standardized procedures and troubleshooting steps to resolve technical issues 
• Customer-focused attitude with a passion for helping others, demonstrating patience, empathy, and professionalism in all interactions with end-users 
• Ability to collaborate with team members effectively, share knowledge, and contribute to a positive and supportive team environment  
• Strong adaptability skills and willingness to work in a fast-paced environment, handling multiple tasks and prioritizing tasks as needed

Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.    
For New York, NY this ranges from $97,000.00 - $130,000.00 plus benefits and retirement program.

Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees’ education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

Gilbane is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, race, religion, sex, sexual orientation, gender identity, protected veteran status, or disability status.

Note to Recruiters, Placement Agencies, and Similar Organizations: Gilbane does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our jobs alias, website, or to any Gilbane employee. Gilbane will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Gilbane and will be processed accordingly.