IT Service Management Manager - Hybrid - Toccoa, GA / Greenville, SC
About The Position
The IT Service Management Manager develops, maintains, and improves IT operational documentation, process workflows, and compliance artifacts supporting the organization's technology ecosystem. The role connects technical operations with process governance and supports ITIL-based Incident, Problem, Change, and Release Management activities. The position supports an effective IT service management framework, documents and standardizes procedures and escalation paths, analyzes incident trends and process metrics, and maintains documentation and transition steps for releases. It also tracks and reports performance, prepares audit and compliance materials, supports auditors, and contributes to IT governance, standards, and knowledge management. The role requires adherence to company policies and applicable state and federal regulations. The position is hybrid and requires four days onsite in Toccoa, Georgia, or Greenville, South Carolina. The stated annual base salary range is $100,000 to $110,000.
Requirements
- Undergraduate degree in Information Technology, Computer Science, Business Systems, or a related field, or equivalent experience.
- Three to five years of experience in IT Operations, Service Management, or Technical Writing.
- Exceptional technical writing, editing, and organizational skills.
- Experience preparing documentation and reports for audits or regulatory reviews.
- Strong understanding of ITIL frameworks and service delivery processes.
- Proficiency with ITSM tools such as ServiceNow, Jira Service Management, or ManageEngine.
- Proficiency with Microsoft 365 Suite, including Word, Excel, PowerPoint, SharePoint, and Visio.
- Strong analytical and problem-solving abilities.
- Detail-oriented, with a commitment to accuracy and version control.
- Excellent written and verbal communication skills.
- Ability to collaborate across multiple IT and business teams.
- Advanced interpersonal relationship skills across varied levels and social and business settings.
- Ability to analyze relevant information and apply individual judgment.
Nice To Haves
- ITIL v4 Foundation Certification or higher.
- Familiarity with loan origination, servicing, or financial applications.
- Experience with SQL Server, application monitoring tools, or reporting dashboards.
- Exposure to change control, release pipelines, or DevOps environments.
- Experience working in a regulated financial or banking environment.
Responsibilities
- Assist in maintaining a consistent and effective IT service management framework.
- Collaborate with IT teams to document and standardize procedures, runbooks, and escalation paths.
- Analyze incident trends and process metrics.
- Collaborate with teams to ensure accurate documentation and transition steps for releases.
- Develop, document, and maintain technical and operational documentation.
- Track and report performance in clear, readable business materials.
- Prepare and maintain audit and compliance artifacts aligned with regulatory requirements.
- Support internal and external auditors by providing required documentation.
- Participate in IT governance reviews and ensure documentation is accurate.
- Contribute to defining standards.
- Adhere to 1FFC policies and procedures and comply with state and federal regulations.
- Contribute to the development of knowledge management practices and internal documentation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
