Director ITSM

American Chemical Society•Atlanta, GA

4d•$130,000 - $140,000•Hybrid

About The Position

The Director, IT Service Management provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while fostering a collaborative, accountable, and people-first culture. The Director, IT Service Management, IT, Support Center is responsible for developing and executing IT Service Management (ITSM) strategies, leading and optimizing IT service delivery operations, and establishing governance for ITSM platforms to ensure alignment with organizational goals, operational excellence, and continuous service improvement. They will be managing the ITSM Department, including oversight of IT Service Delivery, ITSM Governance and platform management and support teams. The Director, ITSM provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while fostering a collaborative, accountable, and people-first culture.

Requirements

Minimum Degree Required: Associate degree or equivalent combination of education and experience
7+ years of management experience direct oversight of ITSM functions, including Service Desk, managed service operations, problem and incident management, and driving operational excellence in alignment with the best practices such as ITIL.
Proven experience in strategic leadership and vision for the IT department.
Makes high-impact, timely decisions, and addresses challenges decisively with a strong sense of urgency and enthusiasm.
Continuously improves and applies efficient work processes to drive productivity to improve customer experience.
Builds strong partnerships and communicates clearly across various audiences and formats.
Demonstrates advanced expertise in technical fault analysis and resolution.
Promotes best practices and compliance across the organization.
Strong leadership, communication, and interpersonal skills with the ability to build trust, motivate teams, hold individuals accountable, and foster collaboration across diverse stakeholders.
Knowledge of budget planning, financial tracking, and resource allocation to effectively manage departmental or project budgets.

Nice To Haves

Preferred Degree: Bachelor's Degree
Certificate(s) or License(s): ITIL certification is preferred

Responsibilities

Develops and executes the enterprise IT Service Management strategy to ensure IT services align with organizational priorities, support operational excellence, and drive continuous service improvement.
Leads and develops a team of IT professionals by setting clear goals, providing coaching and feedback, managing performance, and fostering a collaborative, accountable, and growth-oriented culture.
Leads and oversees IT service delivery operations, ensuring effective incident, request, change, and problem management processes while maintaining high customer satisfaction and service reliability.
Establishes governance for ITSM platforms and service management practices, including ServiceNow, documentation standards, disaster recovery planning, and operational frameworks.
Oversees vendor and service provider performance, ensuring outsourced technology services meet contractual obligations, service expectations, and operational standards.
Drives service performance measurement and reporting, monitoring SLAs, operational metrics, and service health to identify trends, risks, and opportunities for improvement.
Ensures comprehensive documentation of IT operations and service desk procedures, maintaining the integrity of the service catalog and adherence to industry best practices and compliance standards.