Director, IT Service Management

CIM Group • Los Angeles, CA

7d

About The Position

The Director, IT Service Management leads end-user technology support teams across CIM Group and its affiliates, ensuring high-quality IT service experiences and aligning support processes, procedures, and delivery with business expectations. The role oversees the Service Desk, Desktop Engineering, and ITSM Service Management teams, and works with senior technology and business leaders to identify technical needs, propose solutions, and implement system changes.

The Director serves as the subject matter expert for ServiceNow and owns the design, governance, operation, and continuous improvement of IT Service Management processes. The role also oversees end-user computing, asset and configuration management, hardware procurement, team performance, vendor relationships, service-level agreements, and operational reporting.

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 operations, including 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 Service Desk, Desktop Engineering, and IT Service Management teams; set priorities, assign work, and align team efforts with business needs.
• Develop and maintain an operations dashboard reporting service health, workload, trends, risks, and performance to Enterprise Technology leadership.
• Serve as the ServiceNow subject matter expert, overseeing platform governance, configuration, adoption, and continuous improvement.
• Oversee end-user hardware procurement and inventory processes, including vendor performance, cost, and service quality.
• Develop, maintain, and enforce team policies, procedures, standards, and knowledge documentation.
• Lead team training and quality control, including coaching, process 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, using performance data to drive accountability and improvement.
• Manage day-to-day operations and priorities of end-user technology support teams, including ticket resolution and SLA compliance.
• Set and communicate staff performance expectations, provide feedback, complete annual reviews, and recommend or lead follow-up actions.
• Interview and select candidates for IT services teams.
• Manage vendor relationships and performance, including negotiations.

Benefits

• Competitive compensation plan.
• Medical, dental, and vision benefit plans for eligible employees.
• Health Savings Account with an 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