Information Technology Services Manager
2 months ago
*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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