Senior IT Operations Specialist

• Implement and manage ITIL-based processes, including incident, problem, and change management
• Design, maintain, and optimize service catalogs, SLAs, and support frameworks across L1, L2, and L3 support functions
• Drive service delivery improvements through automation, self-service capabilities, and process optimization
• Analyze service performance metrics and identify opportunities for continuous improvement
• Support and lead IT projects, initiatives, and technology rollouts
• Act as the highest escalation point for complex technical issues and critical incidents
• Mentor junior team members and help cultivate a high-performing service organization
• Partner with business stakeholders to align technology services with operational needs across office and field locations
• Provide advanced support for Microsoft 365, endpoint devices, enterprise applications, and identity/access management solutions
• Oversee device lifecycle management, including procurement, deployment, maintenance, and refresh activities
• Collaborate with vendors, internal teams, and business partners to ensure effective service delivery

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.