Introduction

At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Job Summary

The Senior IT Support Specialist delivers high-quality first- and second-line technical support across hardware, software, and enterprise applications to ensure seamless business operations. This role resolves incidents and service requests in alignment with SLAs while serving as the onsite operational lead and escalation point for complex issues. The position mentors junior analysts, manages ticket queues, tracks performance metrics, and drives continuous improvement initiatives. The role requires onsite presence, participation in on-call rotations, and flexibility between 8-6pm to meet business needs.

Responsibilities

Incident & Request Fulfillment (70%)
- Incident Management
  - Lead triage, diagnosis, and resolution of complex or high-impact incidents.
  - Coordinate Major Incident processes, including bridge calls, stakeholder communications, workaround identification, and service restoration.
  - Ensure accurate ticket categorization, prioritization, and SLA compliance.
  - Document root causes, resolutions, and Known Errors; initiate Problem records where trends emerge.
  - Validate service restoration with end users prior to closure.
- Request Fulfillment
  - Oversee end-to-end service request lifecycle (access, provisioning, hardware/software deployment, standard changes).
  - Ensure compliance with security, policy, and approval requirements.
  - Optimize workflows, templates, and request models to reduce turnaround time.
  - Coordinate with internal teams and vendors to ensure timely delivery.
  - Quality, SLAs & Reporting
  - Monitor ticket queues and performance metrics (FCR, MTTR, SLA adherence, backlog, reopen rate, CSAT).
  - Proactively mitigate SLA risks and execute recovery plans when required.
  - Produce daily/weekly operational reports and actionable service insights.
  - Knowledge & Continuous Improvement
  - Develop and maintain knowledge articles, runbooks, and support documentation.
  - Conduct post-incident reviews and implement corrective/preventative actions.
  - Identify trends and recommend process improvements.
  - Stakeholder Communication & Collaboration
  - Provide clear, professional updates to users, business leaders, and IT teams.
  - Coordinate with L2/L3 support, Infrastructure, Network, Security, Applications, SAP, and Digital Workspace teams for timely resolution.
Service Desk Leadership & Team Support (15%)
- Act as onsite Service Desk lead and primary escalation point.
- Coordinate workload distribution and manage escalations.
- Mentor and coach junior analysts on tools, procedures, customer communication, and technical troubleshooting.
- Promote high standards of customer service and professionalism, including executive-level support.
IT Service Management (ITSM) Governance (10%)
- Execute and improve ITSM processes including Incident, Request, Major Incident, Problem, Change, Knowledge, Service Catalog, and Service Level Management.
- Support ITSM platform configuration and workflow improvements.
- Ensure adherence to ITIL-aligned policies, governance standards, and audit requirements.
Project Support (5%)
- Execute assigned IT projects in accordance with organizational governance standards.
- Contribute to implementation, testing, deployment, and transition-to-support activities.

Education

Bachelor’s degree in Computer Science, Information Technology, or related field preferred. Relevant certifications (e.g., ITIL, Microsoft, CompTIA) are advantageous.
Equivalent professional experience may be considered.

Qualifications & Technical Skills

Minimum 3-5 years in Service Desk, Desktop Support, or Enterprise IT Support environment.
Experience operating in structured ITIL-based environments.
Demonstrated leadership or mentoring experience.
Strong troubleshooting expertise across Windows, macOS, mobile devices, and networking fundamentals.
Proficiency with Microsoft 365/O365, collaboration platforms, and common enterprise applications.
Experience with ITSM tools (e.g., ServiceNow, JIRA, Zendesk).
Strong analytical mindset with ability to produce data-driven reports and insights.
Excellent written and verbal communication skills.
Proven stakeholder management and customer service excellence.
Ability to prioritize competing demands and work autonomously.

Benefits

401k match
Comprehensive group health, dental, vision benefits
Life insurance/LTD
Discretionary PTO
Salary: $70,000-$75,000

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Slipstream IT

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