Senior Service Delivery Analyst

Department: Information Technology

Employment Type: Full Time

Location: Redondo Beach

Compensation: $105,000 - $130,000 / year

Description

The Senior Service Delivery Analyst at Impulse will provide advanced technical support, lead the resolution of complex service delivery challenges, and contribute to continuous improvement initiatives. This role involves troubleshooting hardware, software, and network issues, both remotely and on-site. Additionally, the analyst will perform physical tasks, such as pulling and terminating Ethernet and fiber cabling, installing equipment, and supporting infrastructure maintenance. The ideal candidate is highly skilled in problem-solving, project coordination, and ensuring exceptional service delivery. 

Responsibilities

• Manage, troubleshoot, and resolve complex technical and service delivery issues, providing Level 2 and 3 support
• Troubleshoot and resolve endpoint issues across Windows, Mac, and Linux environments, ensuring minimal downtime
• Diagnose and fix network problems, including LAN/WAN, VPN, DNS, and DHCP-related issues
• Troubleshoot virtual machines, ensuring proper performance and resource allocation
• Analyze service delivery metrics and work with the Service Delivery Manager to implement process improvements to enhance efficiency and customer satisfaction
• Mentor junior team members, fostering skill development and collaboration
• Pull, terminate, and test Ethernet and fiber cabling, adhering to industry standards
• Assist with the setup, installation, and relocation of IT equipment, including desktops, servers, racks, and network devices
• Perform physical maintenance, ensuring IT rooms are organized, and cables are well-managed
• Install and secure hardware in server racks, maintaining optimal cable management and airflow
• Conduct site visits for on-site troubleshooting, maintenance, and infrastructure installations
• Maintain and update documentation, including service delivery procedures and knowledge base articles
• Collaborate with cross-functional teams to support projects and drive seamless service delivery
• Identify and implement opportunities for process optimization and efficiency
• Participate in on-call rotations and provide after-hours support as needed

Minimum Qualifications

• 5+ years in technical support, service delivery, or IT field operations, including 2+ years in a senior or lead capacity 
• Deep troubleshooting expertise across Windows, macOS, and Linux endpoints 
• Proven network-support skills (LAN/WAN, VPN, DNS, DHCP) 
• Hands-on experience pulling, terminating, and testing Ethernet and fiber cabling to industry standards 
• Comfortable working at height with lifts and ladders; able to operate scissor and articulated lifts 
• Able to lift and move up to 50 lbs and perform other physical tasks as needed 
• Strong analytical, problem-solving, and multitasking abilities; works independently with minimal oversight 
• Clear, customer-focused communication and teamwork skills 
• Willingness to travel between Impulse offices and field sites 
• Participation in an on-call rotation, including after-hours support 

Preferred Skills and Experience

• Experience troubleshooting and optimizing virtual machines and hypervisor environments 
• Familiarity with ITIL practices and common IT service-management tools 
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, or cabling-specific credentials 
• Demonstrated success mentoring junior technicians and driving process improvements 
• Prior work on large-scale infrastructure projects or rapid-growth environments 

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. 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.


To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authori