• lead the IT Service Delivery function within IT Operations • translate IT Operations strategy into tactical operational plans • direct and manage the Service Delivery team, including hiring, goal-setting, workload allocation, and performance management reviews (PMRs) • manage execution of the Transition to Service framework and operating model playbooks for all new and changed IT services • oversee service delivery activities for services within scope, including SLA/KPI monitoring, request intake and workflow execution • support Major Incident Management processes and coordinate stakeholder communications during service disruptions • monitor and manage vendor and MSP performance against contractual SLAs, SOW commitments, and delivery metrics • maintain service dashboards, KPI/SLA reporting, and stakeholder-facing service review materials

• Sicherstellung des zuverlässigen Betriebs unserer automatisierten Lagerlösungen • Übernahme der 24/7 Rufbereitschaft im rotierenden Wechsel • Pflege und Aktualisierung unserer Anwendungen für stabilen und sicheren Betrieb • Unterstützung beim Aufbau und der Weiterentwicklung unserer Serviceprozesse mit Jira Service Management • Mitarbeit an modernen Deploymentprozessen und Monitoringlösungen • enge Zusammenarbeit mit internen Fachbereichen und internationalen Kunden • Begleitung von Inbetriebnahmen vor Ort zur Kennenlernen der Anlagen und Kundenumgebungen.

• Sicherstellung des zuverlässigen Betriebs unserer automatisierten Lagerlösungen • Übernahme der 24/7 Rufbereitschaft im rotierenden Wechsel • Wartung und Aktualisierung unserer Anwendungen • Unterstützung beim Aufbau und der Weiterentwicklung unserer Serviceprozesse mit Jira Service Management • Einbringung bei modernen Deploymentprozessen sowie Monitoringlösungen • Enge Zusammenarbeit mit internen Fachbereichen und internationalen Kunden

Role Description As an IT Support Specialist at GFS Home Loans, you'll be the first point of contact for employees across the country who need technical assistance. You'll help resolve day-to-day technology issues, support new employee onboarding, maintain company equipment, and ensure our team has the tools they need to succeed. What You'll Do - End User Support - Serve as the first point of contact for technical support requests via phone, email, Microsoft Teams, and the help desk ticketing system. - Troubleshoot hardware, software, operating system, printer, and peripheral issues. - Resolve password resets, account lockouts, and user access requests. - Assist employees with Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive. - Provide remote support for employees working from branch offices and home offices across the country. - Account & Device Management - Create, modify, and disable user accounts in Active Directory and Microsoft 365. - Prepare, image, configure, and deploy laptops and desktop computers. - Set up mobile devices, monitors, docking stations, printers, and other IT equipment. - Assist with employee onboarding and offboarding by preparing technology and recovering company assets. - Maintain accurate inventory records for company hardware and software licenses. - Technical Operations - Install and configure desktop applications and approved software. - Perform routine system updates and workstation maintenance. - Assist with basic network connectivity and VPN troubleshooting. - Escalate complex issues to remote support while documenting all troubleshooting performed. - Contribute to IT documentation and knowledge base articles. - Customer Service - Deliver exceptional customer service while meeting service level expectations. - Communicate technical concepts clearly to non-technical users. - Follow up with users to ensure issues are fully resolved. - Identify recurring issues and recommend process improvements. Qualifications - High school diploma or equivalent. - One year of customer service or technical support experience, or an equivalent combination of education and experience. - Strong troubleshooting and analytical skills. - Excellent written and verbal communication skills. - Ability to prioritize multiple tasks in a fast-paced environment. - Professional, patient, and service-oriented attitude. Requirements - Associate's degree in Information Technology, Computer Science, or related field (preferred). - CompTIA A+, Network+, or similar certification (preferred). - Experience supporting Windows 10/11 environments (preferred). - Working knowledge of Microsoft 365 (preferred). - Experience with Active Directory user management (preferred). - Familiarity with help desk ticketing systems (preferred). - Basic understanding of TCP/IP networking, Wi-Fi, and VPN connectivity (preferred). - Experience providing remote desktop support (preferred). Benefits - Salary: $42,500 to $53,500 annually, depending on experience and qualifications. - Comprehensive medical, dental, and vision insurance. - 401(k). - Paid Time Off and company holidays. - Opportunities for career advancement within the IT department.