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POSITION OVERVIEW:
The IT Service Manager leads the daily operations of the IT Service team to ensure reliable, efficient, and customer-focused delivery of IT services across the organization. This role is accountable for end-to-end service management, including operational performance, service quality, system availability, and continual service improvement within an evolving ITIL framework.
The IT Service Manager drives operational excellence by establishing and maturing ITIL-aligned practices, mentoring and developing team members, and fostering strong collaboration with cross-functional stakeholders. This position plays a critical role in aligning IT services with business objectives, enhancing user experience, and embedding a culture of professionalism, accountability, and continuous improvement as the IT organization grows
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following duties are representative of the role and may be adjusted based on organizational needs:
Leadership & People Management
- Lead, coach, and develop IT Service team members, providing ongoing performance management, career development guidance, and formal performance evaluations.
- Establish clear expectations, service standards, and accountability across the team to support high-quality service delivery.
- Manage staffing levels, workforce planning, scheduling, and on-call coverage—including after-hours, weekends, and holidays as required.
- Foster a collaborative, service-oriented culture focused on professionalism, ownership, customer satisfaction, and continuous improvement.
- Identify skill gaps and support training and upskilling initiatives aligned with ITIL practices and organizational priorities.
Service Delivery & Operations
- Own daily IT Service operations, ensuring timely and effective handling of incidents, service requests, problems, and escalations in accordance with defined service levels.
- Act as the primary escalation point for complex or high-impact service issues, ensuring resolution and appropriate communication.
- Ensure consistent adoption and execution of ITIL-aligned processes, including Incident, Request, Change, and Problem Management.
- Monitor and analyze operational performance metrics (e.g., SLAs, ticket trends, backlog, mean time to resolution, customer satisfaction) and drive corrective actions as needed.
- Collaborate with infrastructure, application, security, and business teams to ensure service stability, availability, and alignment with business needs.
Process Improvement & Quality Assurance
- Lead the continuous improvement of IT Service Management processes to support a maturing ITIL environment.
- Identify opportunities to streamline workflows, reduce recurring incidents, improve user experience, and increase operational efficiency.
- Develop, document, and enforce IT service policies, procedures, standards, and content of knowledge.
- Ensure quality assurance practices are embedded in service delivery, including post-incident reviews and root-cause analysis where appropriate.
Technical & Operational Oversight
- Ensure consistent application of best practices for troubleshooting and resolution across hardware, software, network, security, and identity/access services.
- Maintain visibility into service health, system performance, and recurring technical issues, escalating systemic risks as needed.
- Provide coordination for system changes, releases, updates, and deployments to minimize service disruption and ensure service reliability.
- Partner with technical teams to validate requirements, assess service impacts, and support operational readiness for new or changed services.
Project & Stakeholder Management
- Provide service leadership for IT initiatives and projects, ensuring operational requirements and service impacts are considered throughout the project lifecycle.
- Coordinate assigned project activities, timelines, and deliverables related to service improvements or operational readiness.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
- Education:
- Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field is preferred.
- Equivalent combination of education, leadership experience, and technical expertise may be considered.
- Experience:
- Minimum of 5–7 years of progressive experience in IT service operations, including roles such as Service Desk, IT Support, Operations, or Technical Leadership.
- Prior experience in a lead, supervisor, or manager role supporting IT services is strongly preferred.
- Demonstrated experience supporting or implementing IT Service Management (ITSM) processes within a growing or maturing ITIL environment.
- Proven history of driving process improvement, operational stability, and customer-focused service delivery.
- Technical Skills:
- Strong understanding of IT service operations, including incident, request, problem, and change management.
- Solid working knowledge of endpoint systems, operating systems, networking concepts, identity/access management, and enterprise application support.
- Experience working with ITSM tools (e.g., ServiceNow or similar platforms) for ticketing, reporting, and workflow management.
- Familiarity with ITIL practices and terminology; ability to translate ITIL concepts into practical, scalable operational processes.
- ITIL Foundation Certification required or ability to obtain within 12 months of employment (higher-level ITIL certifications are a plus)
- Customer Focus:
- Strong commitment to delivering high-quality, customer-focused IT services.
- Ability to balance business priorities, user experience, and operational constraints.
- Proven track record of following through on commitments and delivering measurable service improvements.
- Leadership & Collaboration:
- Demonstrated ability to lead, mentor, and develop IT professionals in a service-oriented environment.
- Strong interpersonal and communication skills with the ability to influence, resolve conflicts, and build trust across technical and business teams.
- Ability to collaborate effectively with internal IT teams, business stakeholders, and external vendors.
- Experience managing team performance, setting expectations, and driving accountability.
- Organizational & Problem-Solving Skills:
- Highly organized, detail-oriented, and capable of managing competing priorities in a dynamic environment.
- Strong analytical and problem-solving skills, with the ability to assess risk, identify trends, and implement corrective actions.
- Calm, decisive, and effective under pressure, particularly during service incidents or operational disruptions.
- Demonstrated professionalism, integrity, and sound judgment in all interactions.
- Strong sense of ownership, accountability, and operational discipline.
- Commitment to continuous learning, process maturity, and service excellence.
SUPERVISORY RESPONSIBILITIES
Yes – oversees IT Service team members
LANGUAGE SKILLS
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Employees must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Employees could be exposed to an environment containing unrestricted secondhand tobacco smoke.
- Prolonged periods of sitting at a desk and working on a computer.
- You must be able to lift-up to 50lbs. pounds at times.
- Must be able to access and navigate each department at the organization’s facilities with reliable transportation.
The above description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
