It Service Manager Job Description template and pdf with duties [2024]

Job summary 1

The IT Service Manager will be responsible for managing multiple vendor relationships and for providing oversight for CMS delegated provider groups. This includes managing the contracts, change management, SLA management, and driving Service Levels and metrics. The IT Service Manager will partner with vendors, businesses, and IT partners to manage the end-to-end vendor lifecycle. In addition, responsibilities will include analyzing and identifying opportunities for process improvements and workflow efficiencies and ensuring standards are performed and aligned to the larger Company corporate standards. The ideal candidate will have a strong technical background, excellent and open communication, be well organized, and be an outstanding collaborator.

Duties & Responsibilities 1

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Requirements & Skills 1

5+ years of related work experience as a manager, including 3 or more years in a project leadership position, or an equivalent combination of education and experience
Demonstrated ability to manage high-performing teams
Proven track record of executive-level presentation strategies and materials (Project, PowerPoint, Excel)
Strong critical thinking, analytical, technical, communication, teamwork, and interpersonal skills
- Solid written and verbal communication skills; ability to present complex technical ideas to cross-functional audiences, business implications/priorities to technical teams, and able to bring project challenges to senior management’s attention effectively
- Ability to foster effective working relationships with the vendors, project team, and partner IT and business departments
- Proven ability to develop solid working relationships and establish a high level of credibility across functions and lines of business and infrastructure domains (voice and data networks, contact and service center, data center infrastructure and operations, information security and protection)

Job summary 2

The IT Service Manager role leads the Service Desk team and works closely with the department leads and directors to deliver exceptional service to the IT Department customers. Responsibilities include, but are not limited to, working collaboratively to prioritize work requests; establishing and meeting service level agreements; auditing departmental performance; coordinating project work with the larger team; coaching and mentoring; contributing to team performance evaluations; and participating in the leadership of the IT department. The IT Service Manager also acts as a liaison between the Information Technology department and its customers. Teamwork, coaching, collaboration, customer service, data analysis, and technical skills are crucial to the success of this role.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

The IT Service Manager focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and their functions as well as the deployment and evangelization of their related processes. In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, and driving process and policy adaptation within the team and across business units. This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Duties & Responsibilities 3

Requirements & Skills 3

Job summary 4

The IT Service Manager will serve as a customer advocate and liaison between multiple IT groups for the design, transition, and operational activities of new and existing services across the IT Service Portfolio. Responsibilities involve ensuring that services are designed, developed, and delivered efficiently by IT and with the appropriate level of communication, guidance, and quality for the customer. This role requires an articulate and approachable technology advocate, skilled in evangelizing IT service offerings and providing informed technology consulting services while assessing and maintaining support standards and practices. Ability to work well with colleagues and other IT teams to manage shifting needs, priorities, and technology changes. This is an extremely public position, requiring regular, effective communication with stakeholders at all levels and IT support teams.

Duties & Responsibilities 4

Requirements & Skills 4

Job summary 5

We are seeking an IT Service Manager for Enterprise Identity and Access Management services. You will be part of a cross-functional organization (Engineering, Product/Strategy, Architecture, and Service) responsible for growing and evolving the IAM services and supporting integration within our businesses and corporate functions.

Duties & Responsibilities 5

Requirements & Skills 5

5+ years of experience in IT Service Management or Product Management in an enterprise environment
3+ years of experience with administering and/or integrating Identity and Access Management services with enterprise applications and platforms
Outstanding communication and interpersonal skills
Strong customer service, problem-solving, and teamwork abilities
- Detail oriented; able to draft, organize, and structure technical playbooks & guidelines for the IT support team to follow in their daily work
- Advanced service management and project management skills and experience
- Advanced business analysis skills

Job summary 6

The IT Service Manager plans, organizes, manages, monitors improves, and controls all activities associated with the 24X7 Help Desk, customer computing platforms, remote site computing services, and audio/visual systems support. Successfully meets IT customer requirements through the effective planning and managing of all customer computing platforms and technology, response to and resolution of issues related to business systems, and customer computing technology utilized across all sites. Provides timely, accurate issue resolutions and/or support for all IT customers through the Help Desk, remote IT engineers, and 3rd party resources.

Duties & Responsibilities 6

Manage the activities relative to the following functions/departments:
Customer Computing Support: Coordinate the timely, efficient, and effective support activities for all end-user computing platforms. Manage the software licensing of all desktop applications. Manage the continuous replacement/refreshing of end-user computing technology.
- Help Desk: Direct the timely, efficient, and effective support of all computing customers. Provide resolution to customers' reported issues either within the Help Desk or through escalation of the issue to internal or external IT resources. Ensure that all phases of help desk support are coordinated monitored, logged, tracked, resolved, and reported appropriately
- Remote IT Engineer support: Direct the efficient and effective execution of activities of IT and 3rd party Engineers in remote facilities, both daily support and project-associated activities. This includes remote support for all IT functions (e.g. LAN, WAN, desktop, computing platforms, and efforts required by Business Systems).
- Develop all relevant policies for each of the above areas and monitor compliance with these policies. Develop and continuously improve the service levels of the above areas, balancing cost and service level.

Requirements & Skills 6

Degree in Computer Science, Information Systems, or related field; 8+ years of relevant work experience may substitute for a degree
5-10 years of experience in systems support with direct experience in computer Hardware, Operating Systems, Help Desks, and/or IT Security.
- Strong experience in managing multiple technical projects.
- Strong communication and customer service skills.
- Ability to teach/mentor and educate staff in IT systems capabilities and best practices.

Job summary 7

The IT Service Manager will oversee our internal IT processes to improve business performance and outcomes through better IT support practices. This role will serve as the advocate for continual improvement in how IT operates and supports our services. They will define, enhance, and/or drive process change within the Incident Management, Problem Management, Change Management, and Service Level Management areas.

Duties & Responsibilities 7

Requirements & Skills 7

Bachelor’s degree or equivalent work experience
5+ years of experience in IT service maintenance
Experience defining and optimizing IT Processes
Very good Verbal and Written communication skills
IT background to help facilitate technical discussions with technical resources
Understanding of ITIL concepts and processes
- Likes to drive change across the organization
- Builds and leverage relationships to be advocates and change agents
- IT Metric and Measure definition experience

Job summary 8

We are seeking an IT Service Manager in a critical function in Information Technology, End User Support. This role is critical to driving the implementation and enforcement of the adoption of Change and Release management processes in IT, and working cross-functionally with different business functions. The ideal candidate will ensure that standard processes and procedures are used for efficient and prompt handling of technology changes in responding to customers' requirements while increasing value and reducing incidents, disruptions, and rework. The candidate will also ensure that the integrity of the live environment is protected by having technology changes that are planned, scheduled, and controlled. Besides, the candidate should have extensive experience in the ITIL framework, production support environments, software release management, process improvement, and automation using industry-standard methodologies & tools.

Duties & Responsibilities 8

Requirements & Skills 8

BS or equivalent experience
Solid understanding of IT service management (ITSM) with a consistent record in establishing, and leading IT to change activities within a global/regional organization
- 6+ years in IT working in Change and Release Management in an operation-centric environment.
- Experience with Agile, Scrum, and DevOps practices.
- Hands-on experience with project and task management tools such as Jira and ServiceNow ITIL Foundations v3 or v4 certified or knowledge of ITIL a plus Technical Production support

Job summary 9

The IT Service Manager manages a team within the Information and Technology Services division, taking a leadership role in the group, area, or function. The IT Service Manager receives general instructions regarding the scope of assignments but has flexibility in determining the priority and order of assignments and judgment is exercised in interpreting practices and procedures and resolving most work problems. This position is responsible for planning, directing, organizing, and overseeing the activities of the team to maintain appropriate levels of customer service and efficiency while meeting all regulatory requirements and provides division senior management and CIO, as needed, information regarding overall production and incident activities associated with assigned areas of responsibility.

Duties & Responsibilities 9

Requirements & Skills 9

Job summary 10

The IT Service Manager will oversee our internal IT processes to improve business performance and outcomes through better IT support practices. This role will serve as the advocate for continual improvement in how IT operates and supports our services. They will define, enhance, and/or drive process change within the Incident Management, Problem Management, Change Management, and Service Level Management areas.

Duties & Responsibilities 10

Requirements & Skills 10

Bachelor’s degree or equivalent work experience
5+ years of experience in IT service maintenance
Experience defining and optimizing IT Processes
Very good Verbal and Written communication skills
IT background to help facilitate technical discussions with technical resources
Understanding of ITIL concepts and processes
- Likes to drive change across the organization
- Builds and leverage relationships to be advocates and change agents
- IT Metric and Measure definition experience