Overview
Remote
$130000
Full Time
Job Details
Location: 100% Remote in US only, EST Hours
Salary: $130,000 + company benefits, pto, 401k match
**sponsorship not available, no 3rd parties
Overview:
The Manager of IT Service Management oversees the day-to-day performance and operations of the organization’s IT Service Desk. Drive operational efficiency in alignment with Information Technology Infrastructure Library (“ITIL”) principles and the organization's IT service management (“ITSM”) strategy.
Important Details:
What you’ll do:
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Salary: $130,000 + company benefits, pto, 401k match
**sponsorship not available, no 3rd parties
Overview:
The Manager of IT Service Management oversees the day-to-day performance and operations of the organization’s IT Service Desk. Drive operational efficiency in alignment with Information Technology Infrastructure Library (“ITIL”) principles and the organization's IT service management (“ITSM”) strategy.
Important Details:
- Looking to Shift Left (move more service desk issues back to the user (automation, chatbots, agentic AI) to allow support to focus on higher level support issues
- Team Size: 9 Service Desk onshore and 8 offshore consultants
- ITIL/ITSM skillsets a MUST
- MUST have experience managing remote service desk teams
What you’ll do:
- Leadership & Team Management: Lead all daily operations of company’s enterprise Service Desk, ensuring high-quality, timely, and empathetic IT support for employees across multiple subsidiaries. Ensure adequate staffing, shift coverage, and support availability for company users across all departments.
- Service Desk Operations: Oversee service request management, incident resolution, onboarding/offboarding coordination, and user account lifecycle operations. Lead development and refinement of ITIL-based processes.
- Service Performance & Reporting: Track and report on service desk performance metrics, such as response time, resolution time, customer satisfaction, and call volumes. Track, analyze, and report on key performance metrics (SLAs, KPIs, FCR, CSAT)
- Incident & Problem Management: Serve as the initial escalation point for high-impact or complex incidents. Ensure proper incident documentation, prioritization are followed by the team.
- Customer Experience & Continuous Improvement: Collaborate with internal teams to understand end-user needs and refine the support experience. Identify and recommend tools, automation, or workflows that improve service desk performance and reduce repeat issues.
- Bachelor’s Degree in information technology or related field, or equivalent combination of education and experience.
- 4 years+ of IT support or IT service desk experience
- 2 years+ in a leadership or supervisory role.
- Strong knowledge of ITIL frameworks (v3 or v4), with a proven track record of implementing and optimizing ITIL-aligned processes.
- Strong knowledge of ITSM practices, with experience using ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management.
- Experience driving workflow automation, self-service, and digital enablement initiatives.
- Ability to professionally communicate fluently in verbal and written English.
- Supportive of a diverse and inclusive work environment.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.