IT Service Manager

Summary:

We are seeking a highly skilled and motivated IT Service Manager to join our dynamic team. The ideal candidate will have a proven track record in managing IT services, ensuring the delivery of high-quality support and services to our employees. This role requires a current ITIL Managing Professional (MP) certification and, preferably, a ServiceNow System Administrator certification. This role reports to the VP, Head of Information Technology.

Responsibilities:

• Oversee the daily operations of the IT service desk and ensure efficient and effective service delivery.
• Develop, implement, and manage IT service management processes in accordance with ITIL best practices.
• Ensure all incidents, service requests, and problems are resolved in a timely and efficient manner.
• Collaborate with other IT departments and business units to ensure alignment of IT services with business needs.
• Manage and lead a team of IT service desk professionals, providing guidance, training, and performance evaluations.
• Conduct regular service reviews with key stakeholders to ensure customer satisfaction and continuous improvement.
• Utilize ServiceNow for incident and problem management, ensuring the platform is optimized for service delivery.
• Manage change control processes and ensuring minimal disruption to services.
• Develop and maintain IT service metrics and KPIs, providing regular reports to senior management.
• Drive continual service improvement initiatives to enhance the quality and efficiency of IT services.
• Ensure compliance with IT policies, procedures, and regulatory requirements.
• Manage service level agreements (SLAs) to ensure the delivery of quality IT services.
• Help to build and maintain the library of IT related knowledge base articles
• Work with our external Service Now maintenance vendor to dictate and track requested changes/improvements.
• Contribute to on and off location technical support service requests, ensuring requests are resolved, routed, or escalated for prompt resolution.

Experience & Qualifications:

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

The annualized base salary range for this position in California is $105,000 to $140,000. The base salary offered will factor in internal equity and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and relevant experience, among other factors.