Specialist, Technology Support

**Job title: Specialist, Technology Support**
The Technology Support Specialist is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Technology support provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, aligning proper operational flows between groups, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
**Key Responsibilities**
**Vendor Oversight & Governance**
+ Serve as the primary liaison between the organization and the outsourced technology support provider.
+ Monitor daily operations of the vendor-run technology support group to ensure alignment with contractual obligations and SLAs.
+ Review and validate vendor performance metri...