Information Technology Services Manager

2 months ago


Salt Lake City, United States Robert Half Full time

*Please no C2C, this position requires living and working onsite in Salt Lake City, UT*


Key Responsibilities:

  • Oversee daily IT service desk operations
  • Develop and manage IT service processes aligned with ITIL best practices
  • Ensure timely resolution of incidents, service requests, and problems
  • Collaborate with IT departments and business units to align IT services with business needs
  • Lead and mentor a team of IT service desk professionals
  • Conduct regular service reviews with stakeholders for continuous improvement and customer satisfaction
  • Optimize ServiceNow for incident and problem management
  • Manage change control processes to minimize service disruptions
  • Develop and maintain IT service metrics and KPIs, reporting regularly to senior management
  • Ensure compliance with IT policies, procedures, and regulatory requirements
  • Coordinate with external ServiceNow maintenance vendors


Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • Minimum 5 years of experience in IT service management
  • Current ITIL Managing Professional (MP) certification
  • ServiceNow System Administrator certification preferred
  • Proven experience with ITIL processes and best practices
  • Strong understanding of IT service management tools, particularly ServiceNow
  • Excellent leadership and team management skills
  • Strong analytical and problem-solving abilities
  • Exceptional communication and interpersonal skills
  • Ability to manage multiple priorities in a fast-paced environment



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