IT Service Manager

The IT Service Manager will drive excellence across all employee-facing technology services, simplify and optimize IT services, and promote a service culture focused on the employee experience. The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement.

Requirements

• 5 years of work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD)
• ITIL Foundation or Intermediate Certification
• ServiceNow Experience
• Project Management Professional (PMP) certification or equivalent project management certification
• Strong knowledge of Microsoft Office – Outlook, Excel, PowerPoint, SharePoint, & Visio
• Proven experience designing ServiceNow queries – generating related reports & dashboards
• Proven experience in data analysis tools, including Excel, Power BI, and PowerApps
• Experience with AI-driven tools for automation, such as Copilot and ChatGPT
• Understanding or awareness of Nexthink service offerings
• 3-5 years project leadership experience
• 1-2 years directly supporting the user community
• 2 years providing updates to senior leadership
• Proven experience developing Standard Operating Procedures
• Proven experience designing and/or improving business and/or process flows
• Strong ideation and problem-solving skills
• Results-oriented with a continuous improvement mindset
• Coachable and positive attitude
• Strong and concise communicator, effective listener, and empathetic
• Self-sufficient in admin tasks and effective at prioritizing