Director, IT Service Management

CIM Group, LP • Los Angeles, CA

2d • $155,000 - $175,000

About The Position

The Director, IT Service Management provides high-quality IT service experiences by leading end-user technology support teams across CIM Group and its affiliates. As the face of end-user IT services to the business, this role ensures support processes, procedures, and service delivery align with business expectations through industry-leading tools, service-level agreements, and clearly defined best practices. The Director manages the Service Desk, Desktop Engineering, and ITSM Service Management teams and partners with senior technology and business leaders to identify technical needs, propose solutions, and implement system changes.

The role oversees day-to-day IT service operations, end-user computing, ServiceNow governance and improvement, asset management, procurement, vendor performance, and IT service management processes. It leads and develops staff, establishes priorities and service standards, and uses performance data to promote accountability and continuous improvement.

Requirements

• Bachelor’s degree in computer science, management information systems, business administration, or a related field, or an equivalent combination of education and relevant experience.
• Information Technology Infrastructure Library (ITIL) certification.
• At least seven years of progressive experience in IT service management, end-user computing, Service Desk, desktop engineering, or related technology support functions.
• At least 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.
• Demonstrated customer service leadership, executive communication, stakeholder management, problem-solving, and emotional intelligence.

Nice To Haves

• Advanced IT service management or ServiceNow certification.
• Experience supporting geographically dispersed or international teams.

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 align team activity with business needs.
• Develop and maintain an operations dashboard reporting service health, workload, trends, risks, and performance to Enterprise Technology leadership.
• Serve as the subject matter expert for ServiceNow, including platform governance, configuration oversight, adoption, and continuous improvement.
• Oversee hardware procurement and inventory processes for end-user technology assets, including vendor performance, cost, and service quality.
• Develop, maintain, and enforce team policies, procedures, standards, and knowledge documentation.
• 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 Incident, Request, Problem, and Change Management processes.
• 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.
• Manage day-to-day operations and priorities of end-user technology support teams, including ticket resolution, customer service, and SLA compliance.
• Manage staff performance, set and communicate expectations, provide feedback, conduct annual reviews, and lead appropriate follow-up actions.
• Interview and select qualified candidates for IT services team positions.
• Manage vendor relationships and performance, including negotiations.

Benefits

• Medical, dental, and vision benefit plans
• Health Savings Account with employer contribution
• Company-paid life and disability insurance
• 401(k) savings plan with company match
• Paid time off, including vacation days, 10 designated holidays, sick time, and bereavement leave
• Up to 16 hours of volunteer time off
• Up to 16 weeks of paid parental leave
• Ongoing professional development programs
• Wellness program with monthly and quarterly prizes
• Bonus pay in addition to base salary

What This Job Offers

• Job Type: Full-time
• Career Level: Director