Operational Leadership: Supervise the service desk, system administration. Foster a culture of accountability, collaboration, and continuous improvement.
Service Delivery: Ensure the high-quality delivery of IT services by monitoring performance against SLAs and key performance indicators (KPIs). Coordinate resources and implement improvements as necessary to maintain service levels.
ITIL Process Management: Implement and mature key ITIL processes, including: Incident Management, Problem Management, Change Management and Request Fulfillment within the IT Service Desk and across other IT areas
Vendor Management: Manage relationships and contracts with third-party vendors and service providers, ensuring optimal service delivery and value.
Security and Compliance: Implement and enforce IT policies and security protocols to ensure compliance with industry standards and regulations. Partner with the security team on incident response and vulnerability management.
Reporting and Analysis: Use service management tools (e.g., Fresh, Jira) to produce and present regular reports on IT service performance, budget, and improvement initiatives to senior management.
Coach and Mentor other team members

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
Experience: 5+ years of experience in IT operations, with at least 2-3 years in a management or supervisory role. Experience in a multi-location or enterprise-scale environment is highly desirable.
Certifications: ITIL Foundation certification (v3 or v4). Additional certifications a Plus:
ITIL Intermediate or Expert certifications, Project Management Professional (PMP), or other relevant technical certifications (e.g., in cloud computing or security).

ITSM Manager

Key skills