IT Service Manager

IT Service Manager

As an I.T. Service Manager, you will serve as an Incident and Change Leader under minimal supervision within the IS Operations team. This requires a high level of availability to respond to reports of major incidents, follow through on associated RCAs and run the weekly CAB meeting. In this role, it is imperative to have exceptional verbal and written communication skills, a high level of organization, and a fundamental knowledge of IT operations.

I. Position Responsibilities

Oversee the delivery and management of IT services, working with IT Delivery leaders.

Develop and implement IT service strategies and processes aligned with business objectives.

Manage and lead a team of IT professionals, providing coaching, mentoring, and performance feedback.

Establish and maintain service level agreements (SLAs) with internal and external clients.

Identify and implement opportunities for service improvement and cost optimization.

Monitor and analyze IT service performance metrics, identifying and resolving issues proactively.

Record, track, and review KPI's and metrics related to the performance of the practice.

Manage the IT service desk, ensuring timely resolution of user incidents and requests.

Stay up to date on the latest IT trends and technologies, recommending and implementing innovative solutions.

Participate in IT project planning and implementation, ensuring successful delivery within budget and scope.

Collaborate effectively with other departments across the organization.

Maintain strong communication and relationship with stakeholders, including business leaders, IT staff, and users.

May perform other job duties as assigned.

II. Customer Service

Maintains the highest level of customer service via courtesy, compassion and positive communication.

Promotes the mission and vision of PAM Health within the work environment and the community.

Respects dignity and confidentiality by adherence to all applicable policies and procedures.

III. Health and Safety

Works in a manner that promotes safety; wears clothing appropriate to the performance of the job.

Participates in OSHA required training.

Follows universal precautions as appropriate for position; complies with Employee Health requirements for continued employment.

Reports unsafe practices to management.

Knows own role in case of an emergency.

POSITION QUALIFICATIONS:

Education and Training: Bachelor s Degree in Computer Science, Information Technology or Related field preferred. Hands on experience with ServiceNow, Remedy or another ITSM Tool. ITIL Certification preferred.

Experience: 3 to 5 years of experience in IT service management, including service delivery, incident management, change management and problem management.

Knowledge, Skills, and Abilities:

Proven experience in leading and managing an IT team.

Strong understanding of ITIL frameworks and best practices.

Excellent communication, interpersonal, and leadership skills.

Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.

Problem-solving and analytical skills.

Experience working with service desk tools and ITSM software.

Familiarity with cloud computing technologies preferred.

Proficiency in common applications of the Office 365 Suite.

Ability to work weekly on call rotation.

Ability to travel up to 10% to attend meetings, trainings, and/or professional conferences.