Mid Level Senior IT Support Specialist Jobs
Mid level senior it support specialist jobs go to professionals ready to own escalations end to end, mentor junior technicians, and resolve complex infrastructure issues with minimal supervision. Roles are distributed across on-site, hybrid, and remote settings in Technology & Software, Retail, and Staffing & Recruiting, with employers like Amazon, Ursus, and Flatiron Health hiring at this level now.
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DESCRIPTION
We are seeking an experienced IT Support Manager to lead weekend and evening Service Desk operations (Thursday through Mon) supporting the Whole Foods Market business. This role is critical to ensuring uninterrupted, high-quality technical support during weekend hours. The IT Support Manager will provide direct leadership to the Service Desk team, serve as the primary escalation point during off-hours, and drive operational excellence across all weekend and evening support activities.
Key job responsibilities
Team Leadership: Manage, coach, and develop a team of Service Desk associates during weekend and evening shifts, ensuring consistent performance and professional growth.
Peak Hour Coverage: Own end-to-end Service Desk operations during peak support hours (Thursday – Monday), ensuring adequate staffing, coverage, and response times.
Escalation Management: Serve as the primary point of escalation for critical and high-severity incidents impacting Whole Foods Market store operations during assigned shifts.
Operational Excellence: Monitor and drive key service desk performance metrics including first-contact resolution, average response time, ticket volume, and customer satisfaction.
Cross-Shift Coordination: Partner closely with weekday leadership and the Service Readiness team to ensure seamless handoffs, continuity of open issues, and alignment on priorities.
Incident Management: Lead incident triage, troubleshooting, and resolution efforts for store technology issues, ensuring minimal disruption to business operations.
Process Improvement: Identify gaps in weekend/evening support processes and implement continuous improvement initiatives to enhance service quality and efficiency.
Reporting & Communication: Provide regular shift reports, weekend performance summaries, and proactive communication to leadership on trends, risks, and operational status.
Knowledge Management: Ensure team members have access to up-to-date knowledge articles, runbooks, and troubleshooting guides to support efficient issue resolution.
Stakeholder Engagement: Build and maintain strong relationships with Whole Foods Market store leadership and cross-functional IT teams to understand business needs and align support priorities.
A day in the life
This manager begins each shift by reviewing handoff notes and aligning the Service Desk team on priorities. During peak store hours, they triage critical incidents, POS outages, network failures, payment issues, and lead bridge calls to drive resolution. They coach associates in real time, monitor SLA dashboards, and communicate incident status to leadership when needed. As the shift closes, they compile performance summaries and document handoff notes for the next team. Weekends demand heightened focus as Whole Foods Market stores experience the highest traffic, requiring proactive trend monitoring and rapid escalation management across all five days.
BASIC QUALIFICATIONS
- Experience leading technology teams as an information technology operations manager
- Bachelor's degree or equivalent, or 4+ years of professional or military experience
- Experience working with operations and business teams to communicate problem impacts and understand business requirements
PREFERRED QUALIFICATIONS
- The ideal candidate has hands-on service desk experience and a clear understanding of incident management, team coordination, and customer service fundamentals, with a readiness to grow into a leadership role supporting operations.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
LOCATION
USA, TX, AUSTIN - 72,900.00 - 127,600.00 USD annually
DESCRIPTION
We are seeking an experienced IT Support Manager to lead weekend and evening Service Desk operations (Thursday through Mon) supporting the Whole Foods Market business. This role is critical to ensuring uninterrupted, high-quality technical support during weekend hours. The IT Support Manager will provide direct leadership to the Service Desk team, serve as the primary escalation point during off-hours, and drive operational excellence across all weekend and evening support activities.
Key job responsibilities
Team Leadership: Manage, coach, and develop a team of Service Desk associates during weekend and evening shifts, ensuring consistent performance and professional growth.
Peak Hour Coverage: Own end-to-end Service Desk operations during peak support hours (Thursday – Monday), ensuring adequate staffing, coverage, and response times.
Escalation Management: Serve as the primary point of escalation for critical and high-severity incidents impacting Whole Foods Market store operations during assigned shifts.
Operational Excellence: Monitor and drive key service desk performance metrics including first-contact resolution, average response time, ticket volume, and customer satisfaction.
Cross-Shift Coordination: Partner closely with weekday leadership and the Service Readiness team to ensure seamless handoffs, continuity of open issues, and alignment on priorities.
Incident Management: Lead incident triage, troubleshooting, and resolution efforts for store technology issues, ensuring minimal disruption to business operations.
Process Improvement: Identify gaps in weekend/evening support processes and implement continuous improvement initiatives to enhance service quality and efficiency.
Reporting & Communication: Provide regular shift reports, weekend performance summaries, and proactive communication to leadership on trends, risks, and operational status.
Knowledge Management: Ensure team members have access to up-to-date knowledge articles, runbooks, and troubleshooting guides to support efficient issue resolution.
Stakeholder Engagement: Build and maintain strong relationships with Whole Foods Market store leadership and cross-functional IT teams to understand business needs and align support priorities.
A day in the life
This manager begins each shift by reviewing handoff notes and aligning the Service Desk team on priorities. During peak store hours, they triage critical incidents, POS outages, network failures, payment issues, and lead bridge calls to drive resolution. They coach associates in real time, monitor SLA dashboards, and communicate incident status to leadership when needed. As the shift closes, they compile performance summaries and document handoff notes for the next team. Weekends demand heightened focus as Whole Foods Market stores experience the highest traffic, requiring proactive trend monitoring and rapid escalation management across all five days.
BASIC QUALIFICATIONS
- Experience leading technology teams as an information technology operations manager
- Bachelor's degree or equivalent, or 4+ years of professional or military experience
- Experience working with operations and business teams to communicate problem impacts and understand business requirements
PREFERRED QUALIFICATIONS
- The ideal candidate has hands-on service desk experience and a clear understanding of incident management, team coordination, and customer service fundamentals, with a readiness to grow into a leadership role supporting operations.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
LOCATION
USA, TX, AUSTIN - 72,900.00 - 127,600.00 USD annually
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Mid Level Senior IT Support Specialist Jobs: Frequently Asked Questions
How do I get a mid level senior it support specialist job?
Position yourself around ownership and complexity, not just task completion. Highlight experience resolving escalated tickets independently, leading small projects like system migrations or hardware rollouts, and supporting users across multiple platforms or sites. Certifications such as CompTIA Network+, Microsoft, or ITIL strengthen your application. Tailor your resume to show measurable impact, such as reduced downtime or faster resolution times, rather than listing duties.
Which companies hire mid level senior it support specialists?
Companies hiring mid level senior it support specialists right now include Amazon, Ursus, and Flatiron Health, based on current listings on Migrate Mate as of September 2026. Hiring at this level is active across mid-size enterprises, managed service providers, healthcare networks, and large corporations with internal IT departments that need experienced technicians to handle complex support operations.
Are there remote mid level senior it support specialist jobs?
Yes, though many roles at this level still require some on-site presence for hands-on hardware and infrastructure work. About 19% of mid level senior it support specialist openings are remote or hybrid as of September 2026, with fully remote roles more common in software-heavy environments where support is delivered via remote desktop and ticketing systems.
How do I move up to a mid level senior it support specialist role?
The path to mid level is built through deepening your technical range and taking on greater ownership over time. Start by resolving increasingly complex tickets without escalation, then move into leading small projects, onboarding new users, and training junior staff. Earning vendor or industry certifications and documenting measurable improvements to support workflows signals readiness for mid level responsibilities to future employers.
Which industries hire the most mid level senior it support specialists?
Mid Level senior it support specialist roles concentrate in Technology & Software, Retail, and Staffing & Recruiting, based on current listings on Migrate Mate as of September 2026. These sectors drive consistent hiring because they operate large internal user bases, compliance-sensitive systems, or distributed infrastructure that demands experienced IT professionals who can handle complex issues independently.