The Manager of IT Service Management is responsible for overseeing the daily operations and performance of the organization's IT Service Desk. This role focuses on providing high-quality, customer-focused support to team members by leading the IT Service Desk team, managing incident resolution processes, and enhancing operational efficiency in line with ITIL principles and the organization's ITSM strategy. The position involves close collaboration with IT service management leadership to implement service improvements and promote a culture of accountability, responsiveness, and continuous improvement
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Remote but must sit out of Alabama, Arizona, Arkansas, Connecticut, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Louisiana, Massachusetts, Michigan, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York (excluding NYC proper), North Carolina, Ohio, Oregon, South Carolina, South Dakota, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin, Wyoming.
- Minimum of 2 years of experience in a leadership role within ITSM and at least 5 years of total ITSM experience
- Strong experience with ITIL frameworks (v3 or v4)
- Experience with ServiceNow
- Experience leading a service desk of 10+ members
- Experience in process ownership
- Experience in Incident & Problem Management
- Experience maintaining and implementing KPIs
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.