IT Service Manager
Core
Lead the Service Desk and manage outsourced service providers to improve service levels, reduce recurring issues, and enhance the end-user experience.
Role type
Senior IT Service Manager
Builds
IT service delivery function and support operations
Domain
IT Service Management (ITSM)
Required skills
IT service management, incident management, escalations, continuous improvement, vendor management, Microsoft 365, Entra ID, Intune, ServiceNow, geographically distributed operations
Preferred skills
ITIL certification, coaching, process automation, self-service, knowledge sharing
Technologies
Microsoft 365, Entra ID, Intune, ServiceNow
Responsibilities
Lead the Service Desk and create a culture of ownership, Coach internal support staff and manage our outsourced Service Desk provider, Take ownership of escalations, recurring issues and service challenges, Improve support processes, service levels and the end-user experience, Use service trends, metrics and feedback to identify problems and drive improvements, Manage key service vendors and hold them accountable for performance
Seniority
Senior, hands-on IC