Manager, IT Service Management

Cosm-posted 3 months ago
$140,000 - $150,000/Yr
Full-time
Los Angeles, CA
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We are seeking a highly skilled and motivated IT Service Manager to join our dynamic team. The ideal candidate will have a proven track record in managing IT services, ensuring the delivery of high-quality support and services to our employees. This role requires a current ITIL Managing Professional (MP) certification and, preferably, a ServiceNow System Administrator certification. This role reports to the VP, Head of Information Technology.

  • Oversee the daily operations of the IT service desk and ensure efficient and effective service delivery.
  • Develop, implement, and manage IT service management processes in accordance with ITIL best practices.
  • Ensure all incidents, service requests, and problems are resolved in a timely and efficient manner.
  • Collaborate with other IT departments and business units to ensure alignment of IT services with business needs.
  • Manage and lead a team of IT service desk professionals, providing guidance, training, and performance evaluations.
  • Conduct regular service reviews with key stakeholders to ensure customer satisfaction and continuous improvement.
  • Utilize ServiceNow for incident and problem management, ensuring the platform is optimized for service delivery.
  • Manage change control processes and ensuring minimal disruption to services.
  • Develop and maintain IT service metrics and KPIs, providing regular reports to senior management.
  • Drive continual service improvement initiatives to enhance the quality and efficiency of IT services.
  • Ensure compliance with IT policies, procedures, and regulatory requirements.
  • Manage service level agreements (SLAs) to ensure the delivery of quality IT services.
  • Help to build and maintain the library of IT related knowledge base articles.
  • Work with our external ServiceNow maintenance vendor to dictate and track requested changes/improvements.
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Current ITIL Managing Professional (MP) certification is required.
  • ServiceNow System Administrator certification is highly preferred.
  • Minimum of 8 years of experience in IT service management or a related role.
  • Proven experience with ITIL processes and best practices.
  • Strong understanding of IT service management tools and platforms, particularly ServiceNow.
  • Excellent leadership and team management skills.
  • Strong analytical and problem-solving abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Equal opportunity employer.
  • Commitment to creating an inclusive environment for all employees.
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