Description

Manage IT service alignment and operational delivery across multiple functional domains to support student and colleague needs.

This role is remote.

Responsibilities

• Oversee Managed Service Provider (MSP) performance for IT Service Desk, Campus Support, HR Help Desk, and End User Compute management.
• Lead the implementation and decommissioning of IT equipment and services during campus expansions or closures.
• Manage the administration of the ServiceNow ITSM platform, including security, enhancements, and disaster recovery testing.
• Direct MSP teams in executing ITSM processes, including Major Incident, Change, Problem, Asset, and Knowledge Management.
• Coordinate computer fleet lifecycle management, ensuring regular patching, application updates, and annual refresh projects.

Required Skills

• 5+ years of IT operations or IT administrative experience.
• Proven experience managing a Managed Service Provider (MSP).
• Technical proficiency with IT Service Desk, Campus Support, and HR Help Desk operations.
• Hands-on knowledge of ITIL, IT4IT, SCCM, Intune, or MECM.
• Experience managing ITSM platforms, specifically ServiceNow.
• Ability to perform ticket trend analysis and implement data-driven process improvements.
• Strong competency in Asset Management and CMDB best practices.
• Experience managing IT budgets, quoting, and purchasing for hardware and software.

Preferred Skills

• Experience navigating complex environments involving unplanned escalations and disaster recovery situations.

Key Skills

Education

Any Gradute