IT Service Delivery Specialist

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy’s core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance; HSA, FSA; 401(k) with immediately vested company match; PTO/Sick Leave, 11 paid federal holidays, parental leave; tuition and training reimbursement; a referral bonus program; and life management programs.

At Synergy, you’ll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven—if that sounds like you, Synergy has a position for you!

This position is designated as work-from-home.

Description:

• The IT Service Delivery Specialist (Mid-Level) serves as a key liaison between internal technical teams, external vendors, and government or telecom agency partners. This role is responsible for coordinating the end-to-end resolution of service requests, change requests, operational and technical issues, ensuring effective communication across stakeholders, and supporting performance reporting and service delivery metrics. The ideal candidate will be able to thrive in managing cross-functional teams and demonstrate strong leadership abilities in a highly collaborative, fast-paced environment. Candidate must be a U.S. citizen and can obtain Public Trust authorization from the U.S. government.

Essential Functions & Duties:

• Manage full lifecycle of issues: intake, triage, assignment, tracking, and resolution
• Coordinate across vendors, agencies, and internal teams
• Assist end users with registration and login issues
• Escalate risks, blockers, and critical issues
• Serve as primary point of contact for vendors and agency partners
• Facilitate meetings and follow-ups to drive outcomes
• Maintain working knowledge of systems, APIs, and workflows
• Support troubleshooting with logs and system data
• Ensure documentation of issues and processes
• Support metrics reporting, SLAs, and performance tracking
• Communicate clearly with technical and non-technical stakeholders

Skills, Qualifications and Certifications of Best Candidates:

• Bachelor’s degree or equivalent experience
• 1-5 years in IT support, coordination, or program support
• Strong communication and organizational skills
• Experience in complex, multi-stakeholder environments
• Foundational technical knowledge of systems or cloud environments
• Experience supporting metrics and reporting

Preferred Qualifications: 

• Government or telecom experience
• Familiarity with Jira, Confluence, or ServiceNow
• Exposure to AWS or cloud platforms
• Knowledge of SQL 
• Understanding of SLAs and incident management
• Experience with distributed teams and vendors
  

• US Citizen
• Ability to obtain a Federal Government Position of Trust

Compensation for roles at Synergy varies depending on a wide variety of factors including but not limited to the requirements of the role; education and certifications; knowledge, training, skills and abilities; level of experience; geographic location; and alignment with market data, law, and other business and organizational needs. As required by local law, the posted pay range represents the lowest to the highest pay that Synergy believes in good faith it might pay for this particular job, depending on the circumstances. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current pay range is: $64,000-$90,000

Essential Job Function Physical Requirements: The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines.

To a reduced degree, <30% of the time, candidates may have to stand, walk, lift 0-30 pounds, push or pull objects, climb stairs, bend, squat, reach, drive a car, or work overtime.

Synergy is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline and termination.

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