ITSM and Service Manager

Baird & Warner•Chicago, IL

2d•$90,000 - $110,000•Hybrid

About The Position

The ITSM and Service Manager is responsible for overseeing the daily operations of the company's Service delivery as well as driving the implementation and adoption of the ITIL framework across IT. This role involves leading a team of IT Help Desk professionals to ensure the stable, secure, and efficient delivery of all IT services, aligning them with business objectives. Using the ITIL framework, the manager will drive continuous service improvement, manage major incidents and changes, and ensure the IT department meets its service level agreements (SLAs).

Requirements

5+ years of experience in IT operations, with at least 2-3 years in a management or supervisory role. Experience in a multi-location or enterprise-scale environment is highly desirable.
ITIL Foundation certification (v3 or v4).
Strong practical knowledge of the ITIL framework.
Expertise with ITSM platforms such as Fresh Desk, Fresh Service and Jira Service Management.
Excellent leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities.

Nice To Haves

Master's degree preferred
ITIL Intermediate or Expert certifications, Project Management Professional (PMP), or other relevant technical certifications (e.g., in cloud computing or security).
Experience with IT budgeting, forecasting, and vendor negotiations a plus.

Responsibilities

Operational Leadership: Supervise the service desk, system administration. Foster a culture of accountability, collaboration, and continuous improvement.
Service Delivery: Ensure the high-quality delivery of IT services by monitoring performance against SLAs and key performance indicators (KPIs). Coordinate resources and implement improvements as necessary to maintain service levels.
ITIL Process Management: Implement and mature key ITIL processes, including: Incident Management, Problem Management, Change Management and Request Fulfillment within the IT Service Desk and across other IT areas
Vendor Management: Manage relationships and contracts with third-party vendors and service providers, ensuring optimal service delivery and value.
Security and Compliance: Implement and enforce IT policies and security protocols to ensure compliance with industry standards and regulations. Partner with the security team on incident response and vulnerability management.
Reporting and Analysis: Use service management tools (e.g., Fresh, Jira) to produce and present regular reports on IT service performance, budget, and improvement initiatives to senior management.
Coach and Mentor other team members