Key Facts

Remote From:

United States

Category: Service Delivery Manager

Full time

Senior (5-10 years)

English

Hard Skills

IT Service Management Help Desk Support Incident Management Problem Management Change Management Capacity Planning Data Visualization Business Metrics

Other Skills

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Leadership
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Communication
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Mentorship
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Collaboration

Roles & Responsibilities

Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
10 years of experience in IT support or service management.
4 years in leadership or service delivery management roles.
Proven experience leading Support Desk operations.

Requirements:

Lead, mentor, and help in the development of Support Desk team members and Team Leads.
Implement and improve IT service management processes (ITSM).
Communicate service status, risks, and improvement initiatives.
Serve as the primary escalation point for service issues.

Job description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least July 11th, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

At GFiber, our Information Systems and Technology plays a crucial role in enhancing employee productivity and efficiency across all departments. We are dedicated to delivering quality support while fostering a strong business partnership and ensuring seamless project deliverables. Together, we focus on delivering innovative solutions that empower our colleagues and drive the organization forward.

Role Description

The Senior Service Delivery Specialist will be key in driving the performance and continuous improvement of IT support services to internal users or external clients. This role will help lead support desk operations, ensure adherence to IT services aligned with SLAs, KPIs, and organizational goals while striving to achieve operational excellence.

The Senior Service Delivery Specialist acts as the bridge between IT operations, business stakeholders, and technical teams to ensure efficient incident resolution, high user satisfaction, and reliable IT service availability. This role will assist in managing relationships with external service providers and vendors.

In this role, you'll:

Lead, mentor, and help in the development of Support Desk team members and Team Leads, and support engineers.
Implement and improve IT service management processes (ITSM).
Communicate service status, risks, and improvement initiatives.
Serve as the primary escalation point for service issues.
Plan workforce capacity and forecast support demand.
Identify root causes and drive permanent resolution through problem and change management.

At a minimum we'd like you to have:

Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
10 years of experience in IT support or service management.
4 years in leadership or service delivery management roles.
Proven experience leading Support Desk operations.
Proven experience supporting Mobile Devices and/or Laptops

It's preferred if you have:

Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.
Using metrics and data visualization to justify trade-offs and pivot strategies.
Driving results across teams that do not report to you directly.

The US base salary range for this full-time position is between $140,000 - $204,200 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

#LI-DNI

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.