About this role
IT Service Delivery Specialist will ensure customer sites remain operational by coordinating IT service delivery, asset management, and cross-team support across Windows/AD/Exchange, networking, and device management. They will support Cherwell and ServiceNow ticketing, assist with IT rollouts, upgrades, and documentation, and help ensure IT policies and controls are followed.
Key Responsibilities
- Works within all aspects of Service Delivery to ensure customer site is operational
- Ensures quality and consistency with the IT Ticketing System - Cherwell
- Assists with Asset Management through Cherwell
- Assists other IT teams on IT rollouts, upgrades, or changes
- Acts as escalation point for Helpdesk and responds to and resolves issues promptly
Technical Overview
Role spans Windows Server, Active Directory, Microsoft 365, DNS/DHCP, Exchange, and networking; requires experience with Cherwell and ServiceNow, IT ticketing systems, and cross-functional collaboration in manufacturing IT environments.
Ideal Candidate
The ideal candidate is an IT support specialist with 4+ years of experience delivering IT services, proficient with ServiceNow and Cherwell, Windows Server, Active Directory, and Microsoft 365, and capable of coordinating across multiple IT domains and locations.
Must-Have Skills
Minimum of 4 years higher education and/or work experienceStrong understanding of system development and infrastructure lifecycle and architecturevendor best practicesIT service management and systems designVerifiable knowledge and advance expertise in industry and/or vendor technologiesAble to meet with clients of varying levels to gatherdocumentand analyze system specifications and requirementsAbility to work independently and collaborativelyProcess-oriented
Nice-to-Have Skills
Bachelor's degree in technology-related fieldMinimum of 5 years' higher education and/or work experienceCertifications or special training in related technologiesDemonstrate advanced technicalanalyticaltroubleshooting and problem-solving skillsUnderstanding of how peopleprocesses and technology within an organization interact to recommend and implement feasible solutions on projects of medium to high complexityExcellent written and verbal communication skills
Required Skills
['service now''cherwell''windows server''active directory''microsoft 365''exchange''dns''dhcp''vpn''cisco networking''voip / unified communications''desktop applications''wireless networking''it ticketing systems''it service management''problem solving''communication''teamwork''multisite coordination']
Hard Skills
ServiceNowCherwellWindows ServerActive DirectoryMicrosoft Office 365MS ExchangeLyncSkype for BusinessDNSDHCPVPNCisco NetworkingiPhoneiPadsMiFi devicesMicr ReadersBIC ScannersJournal PrintersDesktop ApplicationsWireless Networking
Soft Skills
Problem solvingCommunicationTeamworkIndependent workProcess-oriented
Certifications
Preferred
CompTIA A+ CE CertificationHP Commercial DesktopsWorkstations and Notebook Service Qualification
Keywords for Your Resume
it service deliveryservice nowcherwellwindows serveractive directorymicrosoft 365exchangednsdhcpvpncisco networkingvoip / unified communicationsdesktop applicationswireless networkingit ticketing systemsit service managementon-sitetravelfull-timecheektowaga nydesktop support
Deal Breakers
Minimum of 4 years experience, Experience with ServiceNow or Cherwell, Proficiency with Windows Server and Active Directory, Ability to work across multi-site organization
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