Position Summary

The IT Manager 6 Managed Services is responsible for overseeing key IT service management functions, ensuring the delivery of high-quality support services, operational excellence, and continuous process improvement. This role serves as a critical liaison between business stakeholders, the Service Desk, and technical support teams to drive service performance, manage major incidents, support user lifecycle management, administer ServiceNow processes, and provide operational reporting and governance. The ideal candidate possesses strong IT service management experience, exceptional communication skills, and a passion for improving end-user experience through effective service delivery practices.

Ideal candidate would be based in Lake Forest, IL or Charlotte, NC.

Key Responsibilities

Service Desk Operations Management

• Oversee daily Service Desk operations to ensure efficient and effective support delivery.
• Monitor ticket queues and ensure ticket hygiene standards are maintained, including proper categorization, prioritization, documentation, and resolution tracking.
• Ensure Service Desk process changes, updates, and communications are effectively distributed and adopted.
• Monitor and report on Service Level Agreements (SLAs) to ensure compliance with established service targets.
• Review ticket misroutes and identify trends, providing recommendations for process improvements and training opportunities.
• Partner with support teams and stakeholders to drive continuous improvement initiatives and enhance service quality.

Major Incident Management

• Serve as the primary coordinator for Major Incident Management activities.
• Lead and facilitate communication efforts during critical incidents, ensuring timely updates are provided to stakeholders and leadership.
• Partner closely with the Service Desk and technical support teams to coordinate incident response, escalation, and resolution activities.
• Maintain and manage distribution lists and communication channels required for major incident notifications.
• Ensure critical business applications and services receive appropriate attention and prioritization during incidents.
• Conduct post-incident reviews and drive corrective actions to reduce recurring incidents and improve service stability.

User Access Management (Onboarding & Offboarding)

• Manage and oversee end-user onboarding and offboarding processes to ensure a seamless employee experience.
• Monitor onboarding metrics to ensure equipment provisioning, account creation, application access, and required tools are available prior to employee start dates.
• Collaborate with hiring managers, Human Resources, and IT teams to coordinate onboarding activities and improve service delivery.
• Analyze onboarding feedback and implement process improvements and best practices to enhance user satisfaction.
• Ensure timely and secure deprovisioning of accounts, systems access, and equipment during employee offboarding.
• Maintain compliance with organizational security policies and audit requirements related to user access management.

ServiceNow Administration Support

• Assist in the administration and ongoing support of the ServiceNow platform.
• Develop expertise in ServiceNow configurations, workflows, assignment groups, service catalogs, and platform functionality.
• Support system enhancements, process improvements, and configuration updates.
• Partner with stakeholders to identify opportunities for automation and improved service management workflows.
• Maintain data integrity and governance standards within the platform.
• Identify broken/inefficient flows and log defects or enhancements.

KPI Reporting & Service Metrics

• Develop, maintain, and distribute weekly operational reporting and KPI dashboards.
• Report on assigned and unassigned incidents, service requests, tasks, onboarding activities, and offboarding activities.
• Analyze performance trends and provide actionable recommendations to improve operational effectiveness.
• Present service performance results to leadership and stakeholders.
• Ensure reporting accuracy and consistency across service management processes.

Software License Management

• Administer software licensing activities across supported applications and platforms.
• Provision, modify, and revoke software licenses based on business needs and user requirements.
• Conduct periodic license audits and identify inactive licenses for reclamation and cost optimization.
• Deprovision licenses that have remained inactive for six months or longer in accordance with company policies.
• Support end-user account cleanup and ensure licensing compliance across the organization.
• Collaborate with procurement and application owners to optimize software utilization and licensing costs.

Documentation & Knowledge Governance

• Maintain and update SOPs as processes evolve.
• Conduct quarterly or annual Knowledge Base reviews for article validity.
• Archive, revise, or rewrite outdated content to maintain quality standards.
• Document new procedures, flows, and platform updates.
• Support continuous improvement of documentation quality.

Qualifications

Required

• 3-5 years of experience in IT Service Management, Service Desk Operations, or Managed Services environments.
• Experience managing incident, request, and user access management processes.
• Working knowledge of ITIL principles and IT Service Management best practices.
• Experience utilizing ServiceNow or similar ITSM platforms.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience creating and presenting operational metrics and KPI reporting.

Preferred

• ITIL Foundation certification or willingness to obtain within 6 months.

Core Competencies

• Attention to Detail
• Analytical Thinking
• Customer Service Orientation
• Adaptability
• Collaboration

Performance Metrics

• SLA adherence
• Accuracy of task completion and platform updates
• Documentation and knowledge article quality
• Report/dashboard reliability
• Testing and patch validation execution
• Trend analysis and process improvement contributions
• Escalation quality and timeliness

Compensation:

A reasonable estimate of the current range is $165,000 - 175,000 + bonus + benefits. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. At Novolex, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

The benefits for this role include 401(k) plan with company match, comprehensive medical, dental, and vision insurance, flexible spending and health savings accounts, paid vacation, and sick days, paid parental leave, paid holidays and wellness program.

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