IT Service Management Lead

We re looking for a senior IT Service Management (ITSM) Lead to own and continuously improve IT service delivery across a large, distributed organization. This role will oversee day-to-day helpdesk operations through an MSP, manage Tier 2/3 escalations, and lead ITIL-aligned ITSM processes including Incident, Problem, Change, Request, Asset, and Knowledge Management.

You ll act as the primary escalation lead for service-impacting incidents, enforce SLA performance, drive RCA and continuous improvement initiatives, and serve as the SME for the ITSM ticketing platform. Strong communication skills and experience working in regulated environments are key.

*This role is Fully Remote*

Key Responsibilities:

• Oversee MSP-led service desk operations and SLA performance

• Manage Tier 2/3 escalations and major incidents

• Own ITSM processes aligned to ITIL best practices

• Lead incident communications, RCAs, CAB meetings, and knowledge management

• Drive service improvement using metrics, reporting, and automation

• Partner with internal teams and vendors to improve service delivery

Required Skills:

• 8+ years IT support / service desk experience

• 5+ years in IT Service Management (ITSM)

• 2+ years leading support or service desk teams

• Strong ITIL knowledge and hands-on execution

• Experience working with MSPs

• Experience with ServiceNow, Jira, Zendesk, or similar tools

• Experience working for a Healthcare provider is highly preferred

Nice to Have:

• Healthcare or regulated industry experience

• Power BI or service reporting dashboards

• Asset and endpoint management exposure