Senior IT Operations Specialist
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Senior IT Operations Support
The Senior IT Operations Support role, fondly referred to as “Chaplain,” is a key role within the IT Service Desk team. This individual is tasked with managing and coordinating the IT Service Desk ticket queue, ensuring effective prioritization and resolution of support requests. As a second-level support expert, the Chaplain will provide advanced troubleshooting, assist first-level agents, and contribute to continuous improvement initiatives within IT operations.
Join us as a Senior IT Operations Support, and this is some of what you’ll be doing:
- Knowledge Management Support:
- Assist the IT Team Lead in promoting a knowledge-focused strategy where teams regularly create, update, and evaluate articles to empower users to independently resolve issues.
- Monitor and assess the utilization and effectiveness of the knowledge base (KB) in facilitating ticket resolution and reducing incoming service desk requests.
- Ticket Assignment & Priority Management:
- Be empowered to manage and adjust the assignment and priority of Level 1 support tickets within their shift queues as needed.
- Queue Oversight & Ticket Management:
- Monitor and manage the IT Service Desk ticket queue to ensure seamless operation.
- Prioritize tickets daily based on urgency and business impact.
- Ensure tickets are assigned and addressed within defined SLAs.
- Second-Level Support:
- Serve as the escalation point for complicated or unresolved issues from first-level support.
- Provide guidance, insight, and expertise in troubleshooting and resolving complex IT problems.
- Process Improvement & Efficiency:
- Develop and implement strategies to enhance ticket management and resolution efficiency.
- Identify recurring issues and propose proactive solutions to reduce incidents.
- Promote best practices and standard operating procedures within the IT Service Desk team.
- User & Business Alignment:
- Collaborate with stakeholders to ensure IT services align with organizational goals and expectations.
- Set and manage user expectations effectively, ensuring transparency and trust.
- Performance Monitoring & Reporting:
- Support the IT Team Lead in tracking and reporting key performance metrics, including SLA adherence and ticket resolution times.
- Provide actionable feedback to the IT Operations Team Lead and suggest areas for improvement.
- Team Support & Development:
- Assist first-level support agents by offering guidance, mentorship, and training opportunities.
- Act as a resource for knowledge-sharing and skill development within the team.
We’re Looking for:
- Education & Experience:
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 4+ years of experience in IT support or a related role, with at least 1 year in a supervisory or queue management capacity.
- Technical Skills:
- Proficiency in IT ticketing systems and tools.
- Strong troubleshooting skills with the ability to resolve diverse IT issues.
- Familiarity with ITIL principles and best practices is advantageous.
- Soft Skills:
- Exceptional organizational and prioritization capabilities.
- Strong interpersonal and communication skills.
- Ability to multitask effectively under pressure.
- A proactive approach focused on continuous improvement.
Key Metrics for Success:
- SLA compliance and ticket resolution times.
- User satisfaction and feedback.
- Reduction in recurring issues and escalations.
- Implementation of process improvements and efficiencies.
- Contributions to team development and knowledge-sharing.
Why Join Us?
As the Senior IT Operations Support professional, you will be instrumental in enhancing the efficiency and effectiveness of our IT Service Desk operations. You will have the opportunity to influence a dynamic team, spearhead meaningful improvements, and significantly impact the user experience across the organization. If you excel in a collaborative environment and are passionate about delivering exceptional IT support, we invite you to join our team!
Our Helsinki office
RELEXians can be found around the world, but here we’re based in Helsinki. We’re passionate about using our technology to improve sustainability and change the world. Our office provides a great space for you to socialise, exercise and even take time out in our relaxing areas. We make sure our unique approach to flexibility and work-life balance comes across loud and clear; we’re conveniently located, there’s plenty of public transport and you can even bring your pet to the office!
Across RELEX, our people are supported and rewarded.
In Finland, we go even further. As well as:
• A competitive salary
• Flexible and hybrid working
• Extensive physical and wellbeing support
• Up to 8 weeks of annual leave per year
• A true hybrid-working policy (home and office)
We also offer a range of benefits to support you, your family, and your life situation. We value your work-life balance and provide flexible hours with RELEX specific parental leave agreements. As we’re a diverse team of smart, motivated and fun people, we also have an office gym, offer a mobile phone package and bike leasing.
We’re on a journey with our pioneering technology and exciting growth, which is why we celebrate diversity and are committed to creating an inclusive environment for everyone. We can’t wait to see what challenges you’ll overcome and what problems you’ll solve.
Are you the one we’re looking for? Apply today and become a part of our RELEX family!
You can apply by sending your cover letter and resume through the application form as soon as possible. Please note that we will fill this position as soon as we’ve found the right person, so we recommend that you act quickly. If you have questions, Kyle Hitchcock (kyle.hitchcock@relexsolutions.com) is happy to answer them by email. Kindly note that we cannot process any applications through email.
Be curious. Be RELEX – apply today.
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