10037 – Sr. Manager, IT Service Management

We are seeking an experienced and highly motivated IT professional to oversee our IT Service Management practice. The ideal candidate will lead a team responsible for delivering efficient and effective IT support to internal and external clients.

Requirements

• B.S./B.A degree in IT, Computer Science, Business, and related fields or equivalent experience.
• ITIL v3/v4 Foundation or higher certification.
• 10+ years of experience in Service Management
• 5+ years of management experience in at least 3 of 6 areas of expertise below:
• Service Desk
• Account Administration
• Onboarding/Offboarding
• Change Management
• Incident Management
• Problem Management
• Familiarity with IT Svc Mgmt (ITSM) tools such as ServiceNow, Zendesk or similar platforms.
• Outsourcing and offshoring (follow-the-sun model) support experience strongly preferred.
• Strong leadership skills with the ability to motivate and develop a high-performing team.
• Excellent communication skills, both written and verbal.
• Strong grasp of SLA, SLO, KPI, OKR and MSA development, analysis and or reporting preferred.
• Strong problem-solving skills and the ability to manage complex situations.
• Experience with access control systems, identity management, and role-based access controls.

Benefits

• Salary - $132,620 - 189,640