Senior IT Service Delivery Analyst

Impulse Space • Boulder, CO

23h

About The Position

As a Senior IT Service Delivery Analyst at Impulse, you are responsible for advanced technical troubleshooting, service reliability, and operational excellence within the IT service delivery organization. This role serves as the highest technical escalation point for complex end-user technology issues and drives improvements to service delivery processes, tooling, and operational standards. The Senior Analyst partners with infrastructure, security, and platform engineering teams to ensure stable, secure, and scalable enterprise technology services.

Requirements

• 6+ years of enterprise IT support or service delivery experience
• Demonstrated experience troubleshooting expertise across endpoint systems, identity services, enterprise SaaS platforms, and network connectivity
• Experience leading major incident response and service restoration
• Experience working with enterprise identity, endpoint management, and workplace technology platforms
• Demonstrated experience improving operational processes and service reliability

Nice To Haves

• Strong cross-team collaboration and communication skills
• ITIL Managing Professional or equivalent service management certification
• Security+ , CySA+ , or comparable security certification
• Advanced endpoint, identity, or enterprise platform certifications
• Relevant automation, systems administration, or cloud platform certifications

Responsibilities

• Act as the primary escalation point for complex service delivery incidents
• Lead troubleshooting for high-impact or cross-system technical issues
• Diagnose issues across endpoint systems, identity platforms, enterprise SaaS services, and network connectivity
• Lead major incident response and service restoration efforts
• Conduct root cause analysis and post-incident reviews
• Design and implement improvements to service delivery workflows and operational tooling
• Design and implement automation solutions that improve service reliability and operational efficiency
• Lead initiatives to eliminate recurring operational toil within service delivery processes
• Mentor and provide technical guidance to service delivery analysts
• Maintain and improve service documentation, runbooks, and operational procedures
• Lead IT infrastructure deployments for office expansions, workspace buildouts, and technology refresh initiatives
• Plan and oversee low-voltage cabling, network hardware installation, and workplace technology deployments
• Coordinate with facilities teams, contractors, and vendors during infrastructure installations
• Ensure deployments align with network architecture, security requirements, and operational standards
• Collaborate with engineering teams to improve endpoint platforms and workplace technology services

Benefits

• In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options , and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan .

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed