Manager, IT Asset Management
About The Position
Manage the daily operations and staff supporting enterprise IT Asset Management services to ensure operational issues are identified, prioritized, researched, resolved, and followed up on promptly, competently, and professionally. Plan, prioritize, and schedule asset management activities to support continuity of asset lifecycle services across the organization. Ensure staff accurately maintain asset management systems and data. Ensure asset lifecycle activities are executed according to established processes and timelines to support end users and project initiatives. Continually analyze asset management processes to identify recurring issues, recommend solutions, and identify opportunities for operational improvement. Respond to more complex, escalated inquiries from team members. Lead, direct, evaluate, and develop staff.
Requirements
- Undergraduate degree in business, information technology, computer science, or related curriculum, or an equivalent combination of education and experience
- 5 to 8 years of IT asset management, operational management, or related experience, with demonstrated leadership or supervisory experience; 1+ year of management experience preferred
- Certification and/or license may be required during employment
- Strong leadership and coaching skills, including supervision, training, and personnel management
- Knowledge of operational performance metrics and reporting
- Solid understanding of reporting and budgeting practices
- Skill in basic financial analysis including cost-effectiveness and cost-benefit evaluation
- Excellent customer service orientation
- Positive, professional, and supportive mentoring style
- Strong problem-solving and decision-making capabilities
- Clear and effective verbal and written communication skills
- Strong interpersonal and collaboration skills
- Ability to motivate others to achieve goals and commitments
- Strong organizational and time-management skills
- Must be able to read, write, and speak English
Responsibilities
- Manage and direct the day-to-day activities of the IT Asset Management team
- Maintain continual oversight of proper ticket documentation, workflow management, end-user engagement, and resolution quality
- Collect and analyze asset management operational metrics, including staffing capacity, ticket volumes, and customer service performance
- Identify and evaluate staff performance against established metrics such as ticket accuracy, audit results, customer feedback, and SLA adherence
- Monitor and improve customer service delivery, process execution, communications, and achievement of service level commitments
- Prepare regular operational and performance reports for management and provide meaningful team feedback and development goals
- Partner with ServiceNow administrators to enhance workflows, improve automation, and eliminate inefficiencies through effective tool utilization
- Collaborate with end-user computing stakeholders to document, deploy, and maintain standardized asset processes and training
- Continually mentor and support asset management staff to ensure a high-quality customer experience
- Serve as an escalation point for complex asset management issues
- Conduct effective resource planning to maximize productivity across people, processes, and technology
- Maintain schedules and ensure appropriate staffing levels to support asset management services
- Hire, coach, and train team members to maintain strong service delivery and operational standards
- Manage performance, career development, and succession planning for staff
- The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required
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What This Job Offers
Job Type
Full-time
Career Level
Manager
