Director, IT Service Management

POSITION PURPOSE:

The Director, IT Service Management provides high-quality IT Service experiences by leading our end-user technology support teams across CIM Group and its affiliates.  As the face of end-user IT Services to the business, the Director will ensure that IT support processes, procedures, and service delivery functions align with the business’ expectations through industry-leading tools, service-level agreements, and clearly defined best practices.  The role serves as a manager for the Service Desk, Desktop Engineering, and ITSM Service Management teams.  This role works closely with other senior technology and business leaders to identify technical needs, propose solutions, and implement system changes.

RESPONSIBILITIES:

Lead IT Service team management and support, including daily operations, ticket resolution, escalations, customer service, and response times.
Oversee end user computing support, including desktop engineering, endpoint environments, mobile devices, and end-user technology services.
Manage, mentor, and develop the Service Desk, Desktop Engineering, and IT Service Management teams; establish priorities, assign work, and ensure alignment with business needs.
Develop and maintain an operations dashboard that reports service health, workload, trends, risks, and performance to Enterprise Technology leadership.
Serve as the subject matter expert for the IT Service Management tool, ServiceNow, including platform governance, configuration oversight, adoption, and continuous improvement.
Oversee hardware procurement and inventory processes for end-user technology assets across CIM Group and its affiliates, including vendor performance, cost, and service quality.
Develop, maintain, and enforce team policies, procedures, standards, and knowledge documentation to support consistent service delivery.
Lead team training and quality control programs, including coaching, process adherence reviews, service quality monitoring, and corrective actions.
Own the design, operation, governance, and continuous improvement of IT Service Management processes, including Incident, Request, Problem, and Change Management.
Oversee asset management and the Configuration Management Database, ensuring accurate lifecycle, inventory, ownership, and configuration data.
Define, monitor, and report service-level agreements and key performance indicators; use performance data to drive accountability, service quality, and continuous improvement.

SUPERVISORY RESPONSIBILITIES:

Management of the day-to-day operations of the end-user technology support teams. This includes but is not limited to trouble ticket resolution, exceptional customer service, and ensuring SLA compliance.
Supervision of the services team’s day-to-day priorities and output, including (but not limited to) providing guidance and assistance in work assignments and determining appropriate work priorities aligned to customer needs and departmental and/or business goals.
Performance management of all staff reporting to this position, including but not limited to setting and communicating performance expectations, providing timely feedback, completing annual performance reviews, and recommending and leading appropriate action or follow-up, as needed.
Responsible for interviewing and selecting qualified candidates for staffing the IT services teams.
Manage vendor relationships and performance, including negotiations.

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

Bachelor’s degree in computer science, management information systems, business administration, or a related field—or an equivalent combination of education and relevant experience—required.
Information Technology Infrastructure Library certification required; advanced IT service management or ServiceNow certification preferred.
Minimum of seven years of progressive experience in IT service management, end-user computing, Service Desk, desktop engineering, or related technology support functions.
Minimum of five years of experience managing and developing technical support or IT service management teams, including performance management, coaching, training, workload prioritization, and quality control.
Demonstrated experience owning and continuously improving Incident, Request, Problem, and Change Management processes, including Change Advisory Board governance.
Advanced experience administering, configuring, governing, or supporting ServiceNow as an enterprise IT service management platform.
Experience defining, monitoring, and reporting service-level agreements, key performance indicators, operational dashboards, service trends, and continuous improvement initiatives.
Experience with IT asset lifecycle management, hardware inventory, and Configuration Management Database governance and data quality.
Experience managing hardware procurement, technology vendors, contracts, service performance, and commercial negotiations.
Experience developing and maintaining team policies, operating procedures, service standards, knowledge documentation, and training programs.
Strong knowledge of Microsoft Windows desktop operating systems, Microsoft 365, endpoint management, mobile device support, and enterprise support tools.
Experience delivering services through a shared-service model and coordinating with third-party service providers required; experience supporting geographically dispersed or international teams preferred.
Demonstrated customer service leadership, executive communication, stakeholder management, problem-solving, and emotional intelligence required.