IT Service Manager
IT Service Manager
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Salary Not Disclosed
1 Vacancy
Job Description
This role requires a blend of technical expertise service leadership vendor coordination and business acumen. You will manage incident and request handling processes maintain SLAs oversee service desks and knowledge bases and ensure the seamless operation of IT services in a hybrid or fully remote environment.
Key Responsibilities:
Manage the end-to-end delivery of IT services ensuring consistent quality performance and end-user satisfaction
Lead incident problem and change management processes in line with ITIL standards
Oversee the IT service desk ensuring timely resolution of tickets and effective escalation procedures
Monitor SLAs KPIs and operational performance metrics to identify trends and drive service improvements
Develop and maintain IT service management documentation including knowledge bases SOPs and workflows
Coordinate with internal IT teams and third-party vendors to ensure service continuity and infrastructure reliability
Act as the escalation point for critical service issues and lead major incident response efforts
Plan and implement service delivery improvements and automation initiatives to enhance efficiency
Conduct service reviews root cause analysis and post-incident reporting to ensure accountability and continuous improvement
Collaborate with cyber security infrastructure and business continuity teams to maintain secure and compliant IT operations
Required Qualifications:
Bachelors degree in Information Technology Computer Science Business or related field
2 years of experience in IT service management support operations or infrastructure delivery
Proven experience managing IT service desks or operational support teams
Deep understanding of ITIL frameworks and service lifecycle management
Strong working knowledge of enterprise systems (e.g. Active Directory O365 ServiceNow Jira Service Management SCCM)
Excellent leadership organizational and customer service skills
Experience working in remote or distributed team environments
Strong communication and stakeholder management capabilities
Employment Type
Full Time
