ITSM Manager

Starr Insurance • York, NY

1d

About The Position

We are seeking a highly skilled and motivated ITSM Manager to lead and evolve our IT Service Management (ITSM) capabilities within the infrastructure department. This role will be instrumental in designing, implementing, and managing ITSM processes and platforms, with a strong emphasis on Configuration Management Database (CMDB) integrity and automation. The ideal candidate will have hands-on experience with modern ITSM solutions such as ServiceNow, BMC Helix, Freshworks, or similar platforms, and a deep understanding of ITIL best practices. You will collaborate across teams to ensure service delivery excellence, drive continuous improvement, and maintain a robust CMDB that supports infrastructure visibility, incident response, and change management.

Requirements

• Bachelor’s degree in computer science, Information Systems, or related field.
• 5+ years of experience and proven expertise in ITSM platforms such as ServiceNow, BMC Helix, Freshworks, or equivalent.
• Strong understanding of ITIL framework, especially Configuration, Change, Incident Management and Asset Management (Hardware and Software)
• Experience managing and maintaining CMDB in a complex infrastructure environment.
• Familiarity with infrastructure technologies (servers, networks, cloud platforms, etc.).
• Excellent analytical, communication, and stakeholder management skills.
• Ability to work independently and lead cross-functional initiatives.
• Experience in deploying and managing an ITSM Platform for a Global Organization.

Nice To Haves

• ITIL v4 Certification.
• ITSM System Administrator or equivalent certifications.
• Knowledge of cloud infrastructure (AWS, Azure, GCP) and hybrid environments.

Responsibilities

• Lead the design, implementation, and optimization of ITSM processes (Incident, Problem, Change, Request, and Configuration Management).
• Build ITSM practices to improve our user experience from a delivery of services they receiveequest to ultimately empower them towards self-service. Providing them with multiple channels of communication to our platform. Ex. MS teams, Email, Phone, Portal.
• Build our ITSM platform as a Global Platform with distinctive user portals per region and language.
• Lead a newly created ITSM\CMDB team.
• Own and manage the CMDB lifecycle, ensuring data accuracy, completeness, and alignment with business and auditing needs. (Hardware and Software)
• Collaborate with internal IT Department Heads to align ITSM and Asset Management practices with their operational practices.
• Work closely with our Service Delivery Manager to align our ITSM and Asset Management practices with their initiatives to create a seamless user experience.
• Monthly reports on KPIs to demonstrate our value to the business. Starting with basic KPIs out the box to more complex KPIs as we mature on platform.
• Drive automation and integration between ITSM tools and other enterprise systems. Ex. Workday, Intune, Systrack, Solarwinds.
• Support audits, compliance initiatives, and governance activities related to our ITSM and CMDB processes.

What This Job Offers

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