Manager, IT Services
About The Position
The Manager, IT Services is responsible for leading IT support operations and governing the Change Management process to ensure delivery of reliable, secure, and efficient technology services. This role drives service excellence, oversees incident and escalation management, and ensures production changes are properly assessed, approved, tested, communicated, and implemented with minimal business disruption. The position requires strong organizational, communication, and leadership skills, with the ability to work independently while effectively coordinating onshore and offshore resources to achieve operational and service delivery objectives.
Requirements
- Bachelor’s degree in information technology, Computer Science, or related field.
- 5+ years of IT Service Management, Service Desk, or IT Operations experience.
- Experience leading Help Desk or Service Operations teams.
- Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices.
- Experience with ServiceNow or similar ITSM platforms.
- Strong communication, leadership, and stakeholder management skills.
- Previous experience using a Service Management system (Preferably Service Now)
- Technical understanding of a variety of OS and technologies (ex: Windows, Unix, virtualization, cloud computing, database technologies, networks and back-end infrastructure)
- General Operating Systems knowledge - Windows 10, OS X, iOS, Android
Nice To Haves
- ITIL Foundation certification preferred.
- ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
- General SAP experience a plus
- CALM (SAP) transport movement administrative experience is a plus. This is needed to approve and move SAP transport through environments. (Dev, QA, Prod)
Responsibilities
- Lead daily Help Desk operations and support staff.
- Ensure timely resolution of incidents and service requests in accordance with SLAs.
- Manage major incidents, escalations, and customer communications.
- Monitor service desk performance, ticket aging, backlog, and customer satisfaction metrics.
- Identify trends and drive continuous improvement initiatives to reduce recurring issues.
- Develop and maintain support procedures, knowledge articles, and training materials.
- Provides on call support using approved CIM (Critical Incident Mgmt.) processes as part of the weekly on call rotation.
- Own and administer the IT Change Management process using ITIL best practices.
- Coordinate Change Advisory Board (CAB) meetings and change approvals.
- Review and assess change requests for risk, business impact, resource requirements, and implementation readiness.
- Ensure appropriate testing, backout plans, and stakeholder communications are completed before implementation.
- Monitor change success rates and drive improvements to reduce change-related incidents.
- In partnership with the Service Managers, coordinates change windows, release schedules, and production deployments across support teams and vendors.
- Manage Incident, Problem, and Change Management processes.
- Facilitate root cause analysis and corrective action plans for major incidents.
- Develop operational dashboards, KPIs, and executive reporting.
- Partner with business stakeholders, vendors, and technical teams to improve service delivery.
- Ensure compliance with company policies, audit requirements, and change controls.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
