IT Service Support Manager

Purdue University   •  

West Lafayette, IN

Industry: Education


5 - 7 years

Posted 177 days ago

This job is no longer available.


 The IT Service Support Manager will champion the implementation, management ‎‎and use of the ITaP Service Management Program, including Incident Management, ‎Change Management, Release Management, ‎Problem Management and ‎‎Configuration Management. Lead change management functions across multiple platforms, reviewing and auditing changes ‎for approval. ‎Identify, communicate and mitigate risks to change readiness, acceptance and change management ‎‎initiatives.‎ Design, document, deploy and oversee the change management process for ITaP. Support organizational and operational policies, procedures, and goals to administer the functions of the ITIL ‎‎‎‎Service ‎Management Support and Delivery disciplines. Consult with divisional service management staff, other departments and ‎vendors ‎regarding ‎problems, ‎‎projects, initiatives, etc. Work with divisional units to improve ‎existing operational processes. Provide ‎‎mentoring to ‎‎divisional service ‎management personnel, process owners and process coordinators ‎within ‎‎ITaP. Manage and coordinate a change ‎control program covering all production operations including policies, ‎‎‎forms, procedures and tracking/auditing systems to govern the ‎movement of new/upgraded services from ‎‎‎the test to the production environment including analyzing documentation and reports ‎for management ‎‎‎regarding change control activities.‎‎



  • Bachelor's degree.
  • Five years of experience managing technology services, service management processes and/or business process design and ‎continuous improvement efforts.
  • In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience.
  • Experience with the Information Technology Infrastructure Library (ITIL) disciplines related to service support.
  • Excellent oral and written communication skills, including the ability to deliver presentations to audiences of different levels and ‎technological sophistication. 
  • Problem solving skills and the ability to grasp and implement solutions to complex challenges ‎‎‎and strategies.‎ 
  • General knowledge and understanding of the ITIL (Information Technology Infrastructure Library) framework and IT ‎service management. 
  • A broad knowledge of computing environments.  
  • Ability to operate on a strategic level and be politically savvy with a good knowledge of the key ‎‎aspects ‎of business.  
  • ‎Ability to successfully organize and lead large complex projects.
  • Ability to influence an organization.‎  
  • Excellent planning, organization and project management skills
  • Effective consulting, presentation, influencing, collaboration, and time-management skills.  
  • Proficiency in MS Word, Excel, PowerPoint and Outlook.


  • Bachelor's degree in computer science, business, management or related fields.
  • Experience in several aspects of information technology.
  • ITIL Foundation Certification and ITIL Practitioner Certification in one or more Service Support ‎disciplines.

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