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Senior Manager, IT Service Delivery at University of Arizona College of Education | JobVerse
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Senior Manager, IT Service Delivery
University of Arizona College of Education
Remote
Website
LinkedIn
Senior Manager, IT Service Delivery
United States of America
Full Time
2 weeks ago
No H1B
Apply Now
Key skills
ITSM
ServiceNow
Jira
Leadership
Communication
Collaboration
About this role
Role Overview
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.
Requirements
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.)
Tech Stack
ITSM
ServiceNow
Benefits
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.
Apply Now
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