IT Service Manager

An IT Service Manager oversees the planning, delivery, and continuous improvement of IT services, bridging the gap between technical operations and business stakeholders . They minimize downtime, ensure high user satisfaction, manage budgets, and align technology solutions with organizational goals Key Responsibilities Service Delivery & Operations: Oversee daily IT Service Desk and support operations to ensure the timely resolution of incidents and service requests. [1] Process Management: Establish and enforce ITIL-based frameworks including Incident, Problem, and Change Management. [1, 2] Performance Monitoring: Define, track, and report on SLAs, KPIs, and service performance dashboards. [1, 2] Team Leadership: Manage, mentor, and develop support engineers and analysts, including task delegation and performance evaluations. [1, 2] Budget & Vendor Management: Monitor IT service budgets, ensure cost-effectiveness, and coordinate with third-party vendors and contractors. [1, 2] Compliance & Security: Ensure IT systems abide by data security protocols, software licensing laws, and regulatory requirements Qualifications & Requirements Education: Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field. [1, 2, 3] Experience: 36+ years of experience in IT service management, help desk operations, or IT support, ideally with 12 years in a leadership or supervisory capacit y