Remote Director IT Service Management

The Director, Service Management will proactively and relentlessly pursue continuous process and service improvement to elevate the service operations (service desk, incident / problem management, root cause analysis and corrective action, service level and alert monitoring and reporting, device imaging, deployment & inventory management), access management, business unit SaaS information system support, digital workplace (e.g. Office 365), and records classification, retention/destruction, privacy and security controls and digital loss prevention capabilities.

Remote but must sit out of:

Alabama, Arizona, Arkansas, Connecticut, Delaware Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Massachusetts, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, South Carolina, South Dakota, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin, Wyoming



Minimum 10 years' overall experience including enterprise-level information technology initiatives and service management (ITSM, ITIL), device management and support functions, ideally also including raising maturity or people, process and technology.

5 years' experience enabling and supporting cloud-based SaaS solutions.

3 years' experience administering and supporting ends users of Microsoft 365 solutions, e.g., Teams, OneDrive, SharePoint / Lists, Power Automate, Records Compliance, Azure Active Directory, Exchange, Intune, Defender.

Adept at stakeholder communications from the contact center to the boardroom.

Very strong communication / business facing skills.

Expert knowledge of IT Service Management, Catalog, knowledge management, incident management and change management frameworks (ITIL) and solutions.

Experience with higher education processes and technology, data, student information, learning and systems like Anthology, Brightspace D2L and similar.

Initiative planning and implementation consulting experience.

Experience with IT governance and compliance controls and procedures, and with frameworks like SOX, COBIT, GLBA and NIST 800.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.