Description

Job Description

Overview

We're looking for an experienced IT Service Management (ITSM) Manager to help mature and scale our Enterprise IT operations.
Please do not send general Service Desk Managers. We're looking for someone with a proven track record of improving IT operations through strong ITIL practices, operational excellence, automation, and continuous service improvement.

Top Priority Experience (Required)

Candidates should have direct experience leading:

• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• Major Incident Management
• SLA management
• Backlog reduction
• Service Desk operations
• Ticket triage and queue management
• Knowledge Management
• Continuous Service Improvement (CSI)
• Service request automation

Program Scope

This individual will own the operational health of our Enterprise IT support organization.
Responsibilities include:

• Overseeing daily ticket operations across multiple IT teams
• Ensuring tickets are routed to the appropriate teams quickly
• Driving SLA compliance
• Reducing backlog and preventing backlog growth
• Identifying operational bottlenecks
• Leading Problem Management through root cause analysis
• Owning Change Management governance
• Improving Incident Management maturity
• Coaching and developing Level 1 support staff
• Increasing first-contact resolution
• Expanding the knowledge base
• Identifying automation opportunities to reduce manual work
• Partnering with engineering teams to automate repetitive requests and incidents
• Building operational dashboards and reporting for leadership
• Driving continual service improvement across Enterprise IT

Preferred Background

Candidates with experience in any of the following will stand out:

• Jira Service Management
• ServiceNow
• AI-powered Service Desk automation
• Self-Service Portal implementation
• Knowledge-Centered Service (KCS)
• Enterprise IT organizations supporting 1,000+ employees
• Executive operational reporting
• Workflow automation

What We're Looking For

The ideal candidate should demonstrate:

• 8+ years in IT Service Management or IT Operations
• Proven success improving SLA performance
• Proven backlog reduction experience
• Strong Incident, Problem, and Change Management expertise
• Experience implementing operational automation
• Strong analytical mindset
• Excellent executive communication
• Experience developing Level 1 support organizations
• Continuous improvement mindset

Certifications

Required

• ITIL Foundation Certification

Highly Preferred

• ITIL Practice Manager
• ITIL Managing Professional
• ITIL Strategic Leader
• ITIL Master
• PMP
• Lean Six Sigma

Key Skills

Education

Any Graduate