ITSM Specialist at Wired

CIO ITSM

Specialist at Wired CIO in Berkeley, Illinois Posted in 1 day ago.

Type:

full-time Company Description Wired CIO is a Microsoft-aligned consultancy that helps growing SMBs build the IT department of the future. The company focuses on delivering enterprise-grade applications, resilient IT operations, and practical automation and AI solutions tailored to each client's needs. Wired CIO also provides built-in compliance support for regulated industries such as biotech, pharma, and defense, covering frameworks like FDA, CMMC, HIPAA, and SOC 2. By acting as a strategic IT partner, Wired CIO offers the mindset and capabilities of internal IT leadership without the overhead of a large in-house team or generic managed service provider. Role Description The ITSM Specialist is a full-time, on-site role based in Chicago, IL. This role is responsible for managing and optimizing IT service management processes, including incident, problem, and configuration management, to ensure reliable and efficient IT operations for client environments. Day-to-day tasks include monitoring service performance, coordinating with technical teams to resolve issues, maintaining accurate configuration data, and implementing process improvements aligned with ITIL and industry best practices. The ITSM Specialist will collaborate closely with consultants and engineers to support Microsoft-centric infrastructures, contribute to documentation and reporting, and help clients achieve consistent uptime, resilience, and compliance. The role also involves engaging with stakeholders to understand service requirements, prioritize work, and ensure a high-quality support experience. Qualifications Strong IT Service Management and IT Operations skills, with experience applying ITIL or similar frameworks in production environments. Practical expertise in Problem Management, including root cause analysis and implementation of permanent corrective actions. Hands-on Configuration Management experience, maintaining accurate CMDBs and controlling changes across infrastructure and applications. Solid foundation in Information Technology, including familiarity with Microsoft 365, cloud services, infrastructure, and security concepts. Proven ability to work on-site with cross-functional teams, communicate clearly with technical and non-technical stakeholders, and manage priorities. Experience in a consulting, MSP, or enterprise IT environment is beneficial, especially within regulated industries (e.g., healthcare, life sciences, defense). Experience with NinjaOne RMM. Obsession with automation and finding ways to avoid being responsible for repeated manual tasks. Relevant certifications such as ITIL Foundation, Microsoft certifications, or similar credentials are a plus. Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.