Lead the delivery of reliable, responsive, and student-centered IT services.
Oversee IT support functions including Help Desk, user access management, classroom and instructional technology support.
Manage incident response with heightened focus on instructional continuity during class hours, exams, and registration periods.
Drive the implementation and continuous improvement of ITIL-based service management frameworks and best practices.
Foster a culture of accountability, collaboration, and customer service excellence.
Define and monitor service metrics such as ticket volume, response time, resolution time, and satisfaction.
Ensure IT services comply with FERPA, ADA, Section 508, and other applicable education regulations.

Bachelor's degree in Information Technology, Computer Science, or related field
8+ years of experience in IT service management, with at least four years in a leadership role
Strong knowledge of ITIL framework and best practices
Proven experience managing service desk operations, incident management, and problem management processes
Excellent leadership and people management skills with experience leading teams of 10+ professionals in multi-site environments
Strong analytical and problem-solving abilities with a data-driven approach to decision-making
Exceptional communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders
Experience with IT service management tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)

Competitive pay and opportunities for professional development.
Dynamic organizational culture within a supportive working environment.
Rest and relaxation with generous PTO and holiday benefits.
Robust health and welfare benefits package including, but not limited to, medical, dental, and vision.
Preparation for the future with a 401(k) and company match.

Senior Manager, IT Service Delivery

Key skills