Job Description:
• Lead the delivery of reliable, responsive, and student-centered IT services.
• Oversee IT support functions including Help Desk, user access management, classroom and instructional technology support.
• Manage incident response with heightened focus on instructional continuity during class hours, exams, and registration periods.
• Drive the implementation and continuous improvement of ITIL-based service management frameworks and best practices.
• Foster a culture of accountability, collaboration, and customer service excellence.
• Define and monitor service metrics such as ticket volume, response time, resolution time, and satisfaction.
• Ensure IT services comply with FERPA, ADA, Section 508, and other applicable education regulations.
Requirements:
• Bachelor's degree in Information Technology, Computer Science, or related field
• 8+ years of experience in IT service management, with at least four years in a leadership role
• Strong knowledge of ITIL framework and best practices
• Proven experience managing service desk operations, incident management, and problem management processes
• Excellent leadership and people management skills with experience leading teams of 10+ professionals in multi-site environments
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making
• Exceptional communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders
• Experience with IT service management tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
Benefits:
• Competitive pay and opportunities for professional development.
• Dynamic organizational culture within a supportive working environment.
• Rest and relaxation with generous PTO and holiday benefits.
• Robust health and welfare benefits package including, but not limited to, medical, dental, and vision.
• Preparation for the future with a 401(k) and company match.