178 IT Specialists jobs in Glenolden

Job DescriptionJob Description

To excel in your role as a technical support specialist, you must develop a unique combination of soft (interpersonal) skills and hard (technical) skills. This is because soft skills enable you to effectively communicate with users and manage your workload, while hard skills ensure you have the technical expertise needed to solve complex IT problems. This blend of abilities is crucial for delivering timely and effective support.

Technical Support Manager Job Responsibilities

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

Technical Support Specialist Qualifications/Skills:

• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations.
• Basic knowledge of networking principles and operating systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability.
• Knowledge of script such as Python, JavaScript, Java, C#, etc.

Education, Experience, & Licensing Requirements:

• Associate’s degree or above in computer science, information systems, or related field
• Prior experience working on a Helpdesk, in IT, or similar technical function

• Organizational skills  
Keeping track of numerous support tickets, user requests, and ongoing technical issues requires strong organizational skills. You will need to make sure that all tasks are managed systematically to prevent any issues from slipping through the cracks.
• Customer service 
Providing positive user experience is a key part of the role. Technical support specialists need to be patient, empathetic, and dedicated to helping users resolve their issues. This may involve you going above and beyond expectations to ensure satisfaction.

Job Description
The Technical Support Manager will lead a team responsible for the assembly, programming, setup, testing, and troubleshooting of medical alerts and health monitoring equipment. This role involves managing day-to-day operations, ensuring high-quality customer service, and continuously improving support processes. The Technical Support Manager will play a critical role in training team members, overseeing equipment installations, and providing technical support both on-site and over the phone.

Requirements

Manage, mentor, and develop a team of technical support specialists, ensuring they are equipped with the skills and knowledge to perform their duties effectively.

Oversee the entire customer support process, from initial order receipt to equipment installation and ongoing technical support, ensuring customer satisfaction and safety.

Identify areas for process improvement within the technical support team, implementing new procedures and technologies to enhance efficiency and service quality.

Develop and deliver training programs to ensure all team members are proficient in equipment assembly, programming, testing, and troubleshooting, as well as customer interaction.

Ensure all equipment is properly assembled, tested, and fully operational before deployment to customers, adhering to the highest safety and quality standards.

Manage complex or escalated customer interactions, providing expert-level support and ensuring issues are resolved promptly.

Track and analyze key performance metrics, such as response times, customer satisfaction, and equipment failure rates, to identify trends and areas for improvement.

Work closely with other departments, such as product development and logistics, to ensure seamless operations and effective customer support.

Prepare and present regular reports on team performance, customer feedback, and technical issues to senior management.

Ensure all team activities comply with relevant regulations and company policies, particularly in relation to customer safety and privacy.

Benefits

• 1 week vacation
• dental insurance
• major holidays

**Technical Support Engineer**
**Location:** Hybrid or Remote (Candidates must be based in the West Coast or Central U.S.)
**Position Summary:**
Bentley Systems is seeking a talented individual to become a valued member of our Global Technical Support team. This position will interface with our users providing civil engineering software technical support, demonstrations, and training, as well as interact with our Development group, Professional Services, Quality Assurance, Marketing and Sales.
**Your Day-to-Day:**
+ Providing technical application support to users, answering complex questions on the use of software to design various civil engineering projects. These projects include roadway design, site design, storm and sanitary sewer design, berm and levee design, rail design, etc.
+ Teaching engineers and designers how to best use the available civil engineering and survey software tools to accomplish their project goals.
+ Acting as a consultant to engineering companies and government organizations to implement our design software in their organization or project.
+ Producing training materials and multimedia materials used to train users in the use of the design software.
+ Serving as primary support liaison between Bentley and users.
+ Occasionally travelling to user sites to perform training and consulting.
+ Conveying user feedback to product development staff. Presenting user requirements in the form of specification to software developers for the development and enhancement of program commands and workflows.
+ Possessing thorough knowledge of company's products and other applications used by users.
+ Resolving clients' application questions or problems over the telephone in the areas of system configurations/setup, product functionality and bugs/enhancements.
+ Keeping users informed of how and when problems are resolved.
+ Being involved in any additional follow up, testing and troubleshooting.
+ Appropriately referring issues to other support and quality assurance areas.
+ Promoting and maintaining a high quality, professional, service-oriented company image among users
**What You Bring to The Team: **Please submit resume in English***
+ Civil Engineering degree or equivalent training and experience
+ Professional Engineer license a bonus
+ 1-5 years of experience in road, rail, and site design preferred
+ English Language Proficiency
+ Prior experience with OpenRoads Designer, InRoads, GEOPAK, MicroStation, AutoCAD, or Civil3D strongly preferred
+ Excellent written and verbal communication skills
+ Strong critical thinking skills and a desire to solve problems
+ Self-motivated, proactive with a strong desire to learn
+ This is a full-time role expected to work 40 hours per week, home-based or hybrid in your home country
+ Requires sitting or standing at will while performing work on a computer (or any other physical requirements ( ). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
+ This role does not require travel.
**What We Offer:**
+ A great Team and culture - please see our Recruitment Video. ( An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
+ Competitive Salary and benefits.
+ The opportunity to work within a global and diversely international team.
+ A supportive and collaborative environment.
+ Colleague Recognition Awards.
Who We Are:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure - sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent's software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems' 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.
Equal Opportunity Employer:
Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.
#LI-Remote #NI-1
 **About Bentley Systems**
Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. Opportunity Employer:**
Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.
Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination
Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice
**Request an Accommodation:**
As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling or sending us an email at
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Description We are looking for a dedicated Technical Support Specialist to join our team in Conshohocken, Pennsylvania. This Contract to permanent position involves supporting a range of IT systems and resources, including laptops, office technology, cloud platforms, and security tools. The ideal candidate will excel in troubleshooting technical issues, managing service tickets, and ensuring smooth operations for both on-site and remote employees.
Responsibilities:
- Provide timely and detail-oriented responses to technical inquiries and requests through platforms such as Jira and Zendesk.
- Coordinate and execute IT setup for new team members, including configuring laptops and other equipment.
- Troubleshoot and resolve issues related to laptops, monitors, printers, and other office technology, escalating complex cases as needed.
- Manage and prioritize service tickets effectively using tools like Zendesk and Jira.
- Support meetings and remote collaboration by configuring tools such as Zoom and Microsoft Teams.
- Maintain a consistent on-site presence, adhering to assigned schedules and shift expectations.
- Participate in technical projects, ensuring alignment of resources and objectives.
- Be available for overtime during weekdays and weekends to address critical business needs.
- Ensure adherence to IT security protocols and contribute to the maintenance of cloud systems.
- Perform additional duties as required to support operational goals. Requirements - Minimum of three years of experience in technical support or a related field.
- High school diploma or equivalent; additional education or certifications like CompTIA A+, Network+, or similar are preferred.
- Proficiency in troubleshooting and administering cloud services and Office 365 applications.
- Strong knowledge of Windows 10 and 11 operating systems.
- Familiarity with Active Directory, firewalls, networks, and Wi-Fi systems.
- Exceptional communication skills, both written and verbal, with a focus on customer service.
- Ability to manage multiple tasks effectively in a fast-paced environment.
- Strong technical writing skills and attention to detail. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

**Technical Support Engineer**
**Location:** United States (Office/Hybrid/Remote)
**Position Summary:**
Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a **Technical Support Engineer.** As part of the Global Technical Support team, the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web portal. This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. The position is responsible for problem analysis, documentation, resolution, and escalation involving Bentley's supported products
**We will rely on you for the following:**
+ Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone, and web-portal (BE Communities)
+ Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
+ Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
+ Work in a fast-paced environment while collaborating with internal and external stakeholders.
+ Act as a liaison between users and Product Management/Development.
+ Research and identify solutions to ProjectWise Product functionality/features.
+ Ask users targeted questions to quickly understand the root of the problem.
+ Maintain accurate notes and details on user support requests.
+ Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
+ Communicate with team members regarding current/ongoing issues via daily scrum calls.
+ Document software problem defects for review and take corrective actions.
+ Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
+ Meet with internal Bentley teams to provide the users' perspective on our products and services.
**Responsibilities:**
+ Review individual Support Case Backlog and prioritize Aged and Escalated Requests.
+ Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
+ Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
+ Update and follow up with users over the phone/email on existing Requests.
+ Engage in Team Scrum calls to discuss issues and liaison with the team
+ Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
+ Contribute to Bentley Communities and answer user queries.
+ Update the Team Technical Knowledge Base and share updates with the team.
+ Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.
+ Channelize potential Defects/Enhancements to the Product Management/Development teams.
+ Provide a handover to the next shift with appropriate documentation when needed
**Qualifications:**
+ 2+ years of experience in technical support and exposure to global user interaction.
+ Bachelor's degree in IT, Engineering, or related fields.
+ Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.
+ Experience with the Administration of Engineering Information/Document Management systems.
+ Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
+ Experience or knowledge with Networking (DNS, TCPIP, FQDN, cluster environments).
+ Experience or knowledge with the Windows Operating System (Server and client) for administration and debugging.
+ A "user first" approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
+ Emotional intelligence when talking with users, and the ability to document methodically.
+ Exposure to answering queries via Service Requests and Communities forum posts.
+ Ability to work well with Global colleagues to help address user issues.
+ Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.
+ A motivated self-starter with the ability to work independently and in a team.
**What would make you stand out:**
+ Experience with ProjectWise infrastructure.
+ Knowledge or experience of IIS (Internet Information Services),
+ Proven success in all aspects of ProjectWise Administration.
+ Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (PrintingPlotting).
+ Knowledge with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)
**What We Offer:**
+ A great Team and culture - please see our Recruitment Video ( .
+ An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
+ Competitive Salary and benefits.
+ The opportunity to work within a global and diverse international team.
+ A supportive and collaborative environment.
+ Colleague Recognition Awards.
**LI-RB**
**LI Remote**
**LI Hybrid**
 **About Bentley Systems**
Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. Opportunity Employer:**
Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.
Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination
Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice
**Request an Accommodation:**
As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling or sending us an email at
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Our client, a rapidly growing technology company in Philadelphia, Pennsylvania , is seeking a highly motivated and experienced Technical Support Lead to manage and mentor their customer service and helpdesk team. This role is essential for ensuring the delivery of exceptional technical support to our user base, resolving complex issues, and improving overall customer satisfaction. The Technical Support Lead will be responsible for overseeing daily support operations, managing ticket queues, escalating critical issues, and developing support documentation and training materials. You will also play a key role in identifying trends in support requests and collaborating with engineering and product teams to implement solutions and product enhancements. The ideal candidate will possess strong leadership capabilities, extensive knowledge of IT support methodologies, excellent communication skills, and a passion for problem-solving and customer advocacy. You will lead by example, providing hands-on support when necessary and fostering a positive, high-performance team environment. Responsibilities:

• Lead, mentor, and manage a team of technical support specialists and helpdesk agents.
• Oversee daily operations of the support department, ensuring efficient ticket resolution and response times.
• Develop and implement support strategies and procedures to enhance customer satisfaction and operational efficiency.
• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues.
• Escalate critical issues to appropriate departments and ensure timely resolution.
• Create and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
• Train new support staff and conduct ongoing training for the team on new products, services, and procedures.
• Monitor support metrics and key performance indicators (KPIs), reporting on team performance and identifying areas for improvement.
• Collaborate with engineering, product, and QA teams to identify recurring issues and contribute to product improvements.
• Manage support tools and systems, ensuring they are utilized effectively.
• Handle customer escalations and ensure positive resolution of complex customer concerns.
• Champion best practices in customer service and technical support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Proven ability to lead, motivate, and manage a technical support team.
• Extensive knowledge of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Strong understanding of hardware troubleshooting and IT infrastructure.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Experience developing training materials and knowledge base articles.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.
• Ability to work flexible hours as needed to support global operations.

This is a fantastic opportunity for a dedicated professional to make a significant impact on customer success.

Nevro (A subsidiary of Globus Medical) is a global medical device company . We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally.

Position Summary:

Great Customer Experience is one of the keys to Nevro’s success. The Technical Support Specialist is one of the few roles in Nevro that has a direct customer touchpoint to resolve product and therapy questions or issues. This role is critical to ensure that the customer is served as best as we can to ensure that our product and therapy continues to deliver much needed relief to our customers.

The position requires good listening, verbal and written communication skills to accurately present technical information to our non-technical customers. Good organizational and multi-tasking skills is a must to succeed in this high paced environment. Successful candidates will need to have a good technical background with good problem-solving skills. The primary responsibility will be to troubleshoot and resolve active implantable medical devices issues by means of communication with the patients, doctors and field representatives, and simultaneously document the communication in approved system. This job is on-site in Audubon, PA.

Essential Functions:

• Answer phone calls from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites.
• Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
• Responds to situations where the first line of support has failed to resolve customer hardware and software issues.
• Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
• Initiate all complaints in a timely and compliant manner as per process requirements.
• Conduct Good Faith Effort to follow-up on complaints as required.
• Help processing and closing complaints as needed or requested.
• Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues.
• Co-ordinate with other departments to help with information and data gathering from patients and customers.
• Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
• Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
• Refine existing procedures or processes to include new knowledge from the field.
• Able to analyze and evaluate technologically complex devices.
• Provide on call coverage after hours routinely.
• Participate in departmental projects as assigned.
• Perform other related duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• BS degree in any scientific, technical or medical field
• 1+ years of working experience in a fast-paced customer service environment
• Knowledge of FDA regulations with respect to complaint handling a plus.
• Strong computer skills (hardware, software and networking)
• Basic working knowledge of Microsoft word, outlook and excel.
• Basic knowledge of interacting with ERP or other Database software.
• Needs demonstrated written and verbal communication.
• Experience with class III medical devices preferred.
• Prior experience in complaint handling for medical devices a plus

Physical Demands:

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus

Position Overview

We are seeking a proactive and experienced IT Service Desk Manager to lead the delivery of high-quality IT support across our retail stores, corporate offices, and warehouse distribution centers. This individual will be responsible for ensuring operational excellence of all Service Desk activities through ITIL-aligned processes, with a strong focus on Incident Management, Request Fulfillment, Problem Management, Major Incident Management, and Service Catalog optimization.

The ideal candidate will possess deep hands-on expertise in ServiceNow (workflow, reporting, and service portal), experience with call queue monitoring and management via telephony systems, and the ability to lead and develop a distributed, global support team - including offshore teams in India and Mexico.

A Day In The Life

Duties and Responsibilities:

Departmental liaison for Equipment Repair, Procurement Services , and Support team .

• Responsible for special projects and initiatives affecting key business operations.

• Accountable forequipment support,operational delivery, and customer relationships.

• Fosters clear and open communications, both verbal and written.

• Meet and exceed business commitments and successfully deliver initiatives to support departmental and corporate objectives.

• Inbound processing assets and invoices

• Outbound processing assets to corporate and store locations

• Respond to emails and manages incidents

• Monitors and respond to asset exception reports

Operational Leadership

• Manage day-to-day operations of the IT Service Desk, supporting retail store associates, warehouse operations, and corporate staff across multiple U.S. locations.

• Ensure service desk team performance meets or exceeds agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Oversee a 24x7 support model, including management of onshore staff and offshore vendors in India and Mexico.

• Maintain a culture of continuous improvement through regular reviews of team performance, metrics, and user feedback.

• Strong experience with leading MSP governance and service improvements to drive operational excellence is strongly preferred

Global Team & Vendor Management

• Manage relationships with outsourced offshore support teams in India and Mexico, including staffing, performance monitoring, and quality assurance.

• Ensure offshore teams align with company policies, service quality expectations, and process standards.

• Provide leadership, training, and professional development to both internal and external support staff.

ITIL Process Management

• Own and drive the execution of Incident, Request for Service, Problem, and Major Incident Management processes, ensuring timely resolution and root cause analysis.

• Serve as escalation point for high-severity and critical business-impacting incidents.

• Conduct post-incident reviews (PIRs) and initiate corrective action plans for recurring issues.

ServiceNow Platform Expertise

• Administer and enhance ServiceNow workflows for Incident, Request, and Problem Management.

• Manage and optimize the Service Catalog and Self-Service Portal to reduce ticket volumes and improve user experience.

• Design and deliver ServiceNow reports, dashboards, and performance insights for leadership and operational teams.

Telephony & Queue Management

• Manage and monitor call queues via enterprise phone switch platforms (e.g., Cisco, Avaya, or equivalent).

• Analyze call traffic patterns, adjust staffing levels as needed, and ensure Average Speed to Answer (ASA) and First Call Resolution (FCR) targets are met.

Performance & Reporting

• Define, track, and report on Service Desk KPIs such as:

• Incident resolution time (by priority)

• First call resolution rate

• Customer satisfaction (CSAT)

• Call abandonment rate

• SLA adherence

• Deliver weekly, monthly, and quarterly performance reports with trends, risks, and improvement actions.

• Attend/participate in Burlington Change Mgmt meetings and provide feedback on Changes that impact Stores, Corporate users and Distribution Centers

Scope and Impact:

This individual will be responsible for ensuring operational excellence of all Service Desk activities through ITIL-aligned processes, with a strong focus on Incident Management, Request Fulfillment, Problem Management, Major Incident Management, and Service Catalog optimization.

You'll Come With

Required Qualifications:

• Bachelor's degree in Information Systems, Computer Science, or related field (or equivalent professional experience).

• Minimum 7 years of experience in IT support environments, with 3+ years in a management or lead role.

• Proven experience managing ServiceNow including:

• Workflow design

• Service Catalog administration

• Knowledge management

• Performance reporting

• Strong knowledge of ITIL v3 or v4; certification preferred.

• Demonstrated experience in managing telephony-based support queues using enterprise phone switch platforms.

• Deep understanding of retail and warehouse operational environments and support needs.

• Proven track record in managing and optimizing performance of offshore vendor teams, especially in India and Mexico.

• Strong communication, problem-solving, and conflict-resolution skills.

Preferred Qualifications:

• ITIL v4 Foundation or Practitioner Certification.

• HDI Support Center Manager or similar certification.

• Familiarity with retail POS systems, warehouse RF scanners, and inventory platforms.

#LI-TG1

Come join our team. You're going to like it here!

You will enjoy competitive wages, flexible hours, and an associate discount. Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan. We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.

Pay Range $80,000.00 - $105,000.00

Posting Number R

Location New Jersey-Edgewater Park

Address 4287 Route 130 S

Zip Code 08010

Pay Rate Salaried

Career Site Category Corporate

Position Category Information Technology

Job Type Full-Time

Remote Type Hybrid

Evergreen No

Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote team. In this critical role, you will provide advanced technical assistance and troubleshooting for a wide range of software and hardware issues, ensuring a seamless experience for our valued customers. You will be the front line of support for complex technical challenges, escalating issues when necessary and contributing to the overall improvement of our support processes and documentation.

The ideal candidate possesses a deep understanding of IT systems, operating systems, networking principles, and common software applications. You should have a proven track record of resolving challenging technical problems, excellent communication skills, and a genuine passion for helping others. As part of a remote-first environment, you will need to be highly organized, self-motivated, and proficient in using remote support tools and collaboration platforms. Your ability to diagnose issues quickly, provide clear explanations, and maintain a high level of customer satisfaction will be paramount. You will play a key role in ensuring our customers receive timely and effective technical solutions.

Responsibilities:

• Provide expert-level technical support and troubleshooting for software, hardware, and network issues via phone, email, and chat.
• Diagnose and resolve complex technical problems efficiently and effectively.
• Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, development) with detailed documentation.
• Document troubleshooting steps, solutions, and customer interactions accurately in the ticketing system.
• Contribute to the development and maintenance of a comprehensive knowledge base and support documentation.
• Assist in the training and mentoring of junior support staff.
• Identify trends in support requests and provide feedback to product development and engineering teams for product improvement.
• Ensure customer satisfaction by providing timely, professional, and empathetic support.
• Maintain a deep understanding of the company's products and services.
• Participate in after-hours support rotation as needed.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support or a related IT role.
• Proven expertise in troubleshooting operating systems (Windows, macOS), network connectivity, and common business applications.
• Strong understanding of hardware components, peripherals, and mobile devices.
• Familiarity with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and manage time effectively in a remote work setting.
• Customer-centric mindset with a passion for delivering exceptional service.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

If you are a technically proficient problem-solver passionate about customer success, apply today!