Manager, IT Support and Service

Nightingale Education Group • Salt Lake, UT

2d • Remote

About The Position

The IT Support and Service Manager leads the Learner Helpdesk and Collaborator Service Desk, delivering reliable, responsive technology support to Learners and Collaborators. The role owns IT service management practices, incident management, and the technology asset lifecycle, and establishes direction, standards, and performance expectations for both support teams. The Manager works with Infrastructure, Platform Administration, and Information Security to resolve issues quickly and address root causes.

The position oversees ITSM processes and platform improvement, service-level reporting, IT Demand Management intake, the knowledge base, service catalog, and continuous service reviews. It serves as an escalation point and major incident manager, coordinates incident response and communications, oversees critical after-hours procedures, and leads problem management and post-incident reviews.

The Manager owns hardware and software asset lifecycle processes, inventory and configuration records, licensing, onboarding and offboarding coordination, and secure asset disposal. The role also leads and develops both support teams, manages staffing and coverage, monitors service quality and feedback, and oversees support and asset budgets, vendors, and tools. The position is remote with occasional in-office needs. Candidates are being considered in Salt Lake, Utah. New hires must attend New Collaborator Orientation in Salt Lake City; the College covers travel, lodging, and other accommodations.

Requirements

• Bachelor’s degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications.
• At least 5 years of IT service desk, support, or ITSM experience.
• At least 3 years of leadership or supervisory experience.
• Working knowledge of ITIL/ITSM practices.
• Experience administering an ITSM platform and building reports and dashboards.
• Demonstrated incident and major incident management experience.
• Experience with IT asset management, including inventory, lifecycle, and licensing.
• Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking.
• Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors.
• Employment is contingent upon successful completion of a background check and drug screen.
• Attend New Collaborator Orientation in Salt Lake City, Utah.

Nice To Haves

• ITIL 4 Foundation or equivalent certification.
• Experience with budgets and vendor management.

Responsibilities

• Lead the Learner Helpdesk and Collaborator Service Desk and set direction, standards, and performance expectations for both teams.
• Own and mature ITSM practices aligned with ITIL, including incident, request, problem, change enablement, knowledge, and service catalog management.
• Define, publish, and report on SLAs and OLAs for both support teams.
• Administer and continuously improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
• Manage intake through IT Demand Management and ensure requests are routed and tracked correctly.
• Maintain the knowledge base and service catalog to improve self-service and first-contact resolution.
• Run service reviews and use data to drive continuous improvement.
• Serve as the support teams’ escalation point and act as incident manager for major incidents.
• Coordinate triage, escalation paths, and communications with Platform Administration, Infrastructure, and vendors.
• Oversee after-hours critical incident procedures and coordinate security events with Information Security.
• Lead problem management and post-incident reviews, and track corrective actions to completion.
• Report on incident trends, mean time to resolution, SLA attainment, and backlog health.
• Own hardware and software asset lifecycle activities, including procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.
• Maintain an accurate, auditable asset inventory and configuration data, with regular reconciliation.
• Manage software licensing and entitlements, including renewals and compliance.
• Coordinate onboarding, offboarding, and device lifecycle processes with HR, Infrastructure, and Information Security.
• Oversee secure data sanitization and disposal, and maintain supporting audit evidence.
• Report on asset utilization and lifecycle forecasting to support budget planning.
• Lead, coach, and develop the helpdesk and service desk teams, including hiring, onboarding, performance management, and training.
• Manage staffing, scheduling, and coverage across both teams and extended hours.
• Set support experience quality standards and review feedback and CSAT for Learners and Collaborators.
• Manage the support and asset budget, vendor relationships, and tool spend.
• Build an inclusive team culture aligned with the Core 7.

Benefits

• The College covers travel, lodging, and other accommodations for New Collaborator Orientation in Salt Lake City.
• The organization describes strategies supporting positive work-life integration and opportunities for higher education or professional development.

What This Job Offers

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