Bachelor's degree in IT, Business, or related field, or equivalent experience/certifications.
5+ years in IT service desk, support, or ITSM roles.
3+ years in a leadership or supervisory capacity.
Familiarity with ITIL/ITSM practices; ITIL 4 Foundation certification preferred.
Experience with ITSM platform administration and report/dashboard creation.
Proven incident and major incident management skills.
Knowledge of IT asset management, including inventory and licensing.
Technical proficiency in Microsoft 365, Entra ID, Intune, and basic networking.
Strong communication skills for diverse audiences.
Responsibilities
Own and enhance ITSM practices aligned with ITIL standards.
Define and report on SLAs and OLAs for support teams.
Administer and improve the ITSM platform, including workflows and reporting.
Manage IT Demand Management intake and ensure proper request routing.
Maintain knowledge base and service catalog for improved self-service.
Conduct service reviews to drive continuous improvement.
Act as escalation point for helpdesk and service desk incidents.
Coordinate triage and communication with relevant teams and vendors.
Lead problem management and post-incident reviews, tracking corrective actions.
Report on incident trends and SLA attainment.
Benefits
Remote work flexibility with occasional in-office requirements.
Travel, lodging, and accommodations covered for New Collaborator Orientation in Salt Lake City.
Opportunity to lead and develop high-impact teams.
Engagement with diverse stakeholders, enhancing communication skills.
Involvement in continuous improvement initiatives within IT service management.
Full Job Description
Considering candidates in Salt Lake, Utah This will be a remote job with occasional in office needs Position Summary:
The IT Support and Service Manager leads the Learner Helpdesk and the Collaborator Service Desk. The role delivers reliable, responsive technology support to Learners and Collaborators. It owns service management practices (ITSM), incident management, and the lifecycle of technology assets. The Manager sets the direction, standards, and performance expectations for both support teams. The Manager also works with Infrastructure, Platform Administration, and Information Security to make sure issues are resolved quickly and the root causes are fixed. Role and Responsibilities:
Own and mature ITSM practices aligned with ITIL: incident, request, problem, change enablement, knowledge, and service catalog management.
Define, publish, and report on SLAs and OLAs for both support teams.
Administer and continuously improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
Manage intake through IT Demand Management and make sure requests are routed and tracked correctly.
Maintain the knowledge base and service catalog so that self-service and first-contact resolution improve.
Run service reviews and use the data to drive continuous improvement.
Incident and Problem Management
Serve as the escalation point for the helpdesk and service desk, and act as incident manager for major incidents.
Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, and vendors.
Oversee after-hours critical incident procedures and coordinate security events with Information Security.
Lead problem management and post-incident reviews, and track corrective actions to completion.
Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.
IT Asset Management
Own the hardware and software asset lifecycle: procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.
Maintain an accurate, auditable asset inventory and configuration data, with regular reconciliation.
Manage software licensing and entitlements, including renewals and compliance.
Coordinate onboarding, offboarding, and device lifecycle processes with HR, Infrastructure, and Information Security.
Oversee secure data sanitization and disposal, and the evidence that supports audits.
Report on asset utilization, lifecycle forecasting, and cost to support budget planning.
People Leadership and Operations
Lead, coach, and develop the helpdesk and service desk teams, including hiring, onboarding, performance management, and training.
Manage staffing, scheduling, and coverage across both teams and extended hours.
Set quality standards for the support experience, and review feedback and CSAT for both Learners and Collaborators.
Manage the support and asset budget, vendor relationships, and tool spend.
Build a high-impact, inclusive team culture aligned with the Core 7.
Qualifications and Education Requirements:
Bachelor's degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications.
5+ years of IT service desk, support, or ITSM experience.
3+ years of leadership or supervisory experience.
Working knowledge of ITIL/ITSM practices. ITIL 4 Foundation or equivalent certification is preferred.
Experience administering an ITSM platform and building reports and dashboards.
Demonstrated incident and major incident management experience.
Experience with IT asset management, including inventory, lifecycle, and licensing.
Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking.
Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors.
Experience with budgets and vendor management is preferred.
Budgeted Hiring Range
$103,000-$115,800 USD
All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will cover travel, lodging, and other accommodations.
