Serve as the top escalation resource for complex technical issues * Mentor junior staff and promote a high-performance service culture * Align IT services with business and jobsite needs * Implement and manage ITIL processes (incident, problem, change) * Design and maintain service catalog, SLAs, and support models (L1/L2/L3) * Improve service delivery through automation, self-service, and process optimization * Provide advanced support for Microsoft 365, endpoints, enterprise apps, and identity/access * Manage device lifecycle (procurement through refresh) * Analyze service metrics and drive continuous improvement * Support and lead IT projects and initiatives * Collaborate with stakeholders, vendors, and cross-functional teams. IT Services Specialist should have: * 5 -10+ years in IT support or operations * Strong experience with ITSM, ITIL, Microsoft 365, Windows, and identity management * Proven ability to handle escalations and lead improvements * Experience supporting large or field-based organizations preferred * Excellent communication and stakeholder engagement skills.