IT Service Manager
Phoenix, AZ, US • Posted 2 hours ago • Updated 20 minutes ago.jpg%3Fformat%3Dwebp&w=828&q=75)

LanceSoft Inc.
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Job Details
Skills
- IT Service Management (ITSM)
- ITIL Certification
- Ticketing system
Summary
The Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for a large, highly regulated public-sector organization. This role oversees the IT Service Desk, desktop support operations, and client device management, while driving continuous improvement and maturing IT Service Management (ITSM) processes.
This position plays a critical role in ensuring IT customer support services are efficient, reliable, and tightly aligned with enterprise security initiatives to protect sensitive data and organizational assets.
Supervisory Responsibilities
- Manages one direct-report manager, who oversees a team of 7 8 IT professionals across Service Desk and System Administration functions
- Responsible for leadership development, performance management, and team growth
Key Responsibilities
- Lead and oversee IT Service Desk and end-user support operations for a workforce of 1,000+ users
- Drive continuous improvement of ITIL-based ITSM processes (Incident, Request, Knowledge Management)
- Ensure IT customer support services align with enterprise security and compliance initiatives
- Oversee desktop support, endpoint management, and client device lifecycle management
- Collaborate with executive leadership to define strategy, manage budgets, and report performance metrics
- Support the design, implementation, and management of a Virtual Desktop Environment (VDE)
- Maintain high levels of customer satisfaction, operational efficiency, and service reliability
Education & Experience Requirements
- Any combination of education, training, and experience that meets required KSAs, including:
- Bachelor s degree or equivalent experience in Information Technology or a related field
- Minimum 8 years of progressive experience in Information Technology
- Minimum 3 years of management and supervisory experience leading IT service desk, help desk, or technical support operations for organizations with 1,000+ users
- Experience developing and managing ITIL-based ITSM processes
- Prior experience implementing or supporting a Virtual Desktop Environment
Knowledge & Understanding
- Broad and in-depth understanding of IT management, leadership, and service delivery
- Strong working knowledge of enterprise infrastructure technologies and internally developed applications
- Understanding of organizational policies, procedures, tools, and methodologies
- Strong understanding of Windows and macOS operating systems, enterprise networking, and security best practices
- Familiarity with remote support technologies and modern end-user computing solutions
- Knowledge of technologies supporting Virtual Desktop Environments
Skills
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational and time management skills; ability to manage multiple priorities
- Effective project management and cross-functional leadership skills
- Proficiency with Windows environments, MS Office (Word, Excel, PowerPoint), and Google Workspace
- Proficiency with enterprise ticketing systems (e.g., ServiceNow, Zendesk, Cherwell, SolarWinds Web Help Desk)
Abilities
- Ability to pass a comprehensive background and clearance process
- Ability to contribute to strategic planning, budgeting, and executive reporting
- Ability to work independently while collaborating effectively within teams
- Ability to handle confidential information with discretion
- Ability to build, motivate, and retain high-performing teams
- Strong analytical and problem-solving skills, including root cause analysis and solution development
- Willingness to embody organizational core values related to integrity, excellence, and collaboration
Additional Job Demands
- Ability to lift up to 20 pounds occasionally and 10 pounds frequently
- Typical office environment with no substantial exposure to adverse conditions
Selective / Preferred Qualifications
- Bachelor s degree in Information Technology, Computer Science, or related field
- ITIL Certification (ITIL 4 Foundation or higher)
- Experience leading people managers
- Experience working in government or highly regulated environments
- Experience with Enterprise Service Management (ESM) platforms
- Experience with Continuous Improvement or Lean methodologies
Required Skills
- 8+ years of progressive IT experience
- 3+ years managing large-scale IT service desk or support teams
- ITIL-based ITSM process leadership
- Enterprise ticketing system experience
- Dice Id: 10110813
- Position Id: ITSM01
- Posted 2 hours ago
Company Info
About LanceSoft Inc.
LanceSoft s DNA lies in our leadership, unique business practices, and work culture, when combined with highly professional and one of its kind employees all tied together create a brilliant way of doing business. We pride ourselves on our experience and being an organization that considers its clients and employees as the greatest assets.
At LanceSoft, we provide a dynamic work environment that continuously nurtures innovation, strategic thinking and creativity complemented by strict process controls. Our approach to do business adds value to the services we offer giving it a personal touch . LanceSoft s team, hand-picked from the best, comprises of agile employees who continually focus on how they can positively impact the business growth. With motivation and positive interpersonal support at work, LanceSoft team operates in an efficient work environment maximizing the employee output and making the most of organizational resources.
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