Hybrid IT Service Delivery Lead

State of California; California (MO); Hybrid; USD 8,500 - 11,000; Full time

Benefits offered by this job

Remote work options

Medical benefits

Paid holidays and leave

Job summary

CalSTRS is seeking an Information Technology Supervisor II to lead IT service delivery and management. You will supervise ITSM operations, train staff, and report on performance while collaborating across Technology Services to deliver high-value services.

The role requires ITSM program experience, ITIL certification, and strong communication at all levels, with hybrid in-office/remote work options and a clear focus on customer experience.

Qualifications

• Experience running or maturing ITSM programs including Incident, Problem, Change, Request, Knowledge, Asset/Configuration, and Service Catalog management.
• ITIL Managing Professional certification or ITIL Foundation.
• Experience with Organizational Change Management training/certification (Prosci ADKAR).
• Experience establishing customer-centric service offerings and communicating service catalog updates to end users.
• Ability to communicate IT policy, technology, and issues effectively at all levels.
• Demonstrated ability to analyze complex problems and make concise recommendations.
• Commitment to delivering quality service and offering options to customers with diplomacy.
• Ability to create vision, set goals and motivate across levels.

Responsibilities

• Oversee the IT Service Catalog and all ITSM processes and for training, performance tracking, and reporting of these services.
• Lead ITSM Operations and Service Delivery teams and coordinate with Technology Services to align with business needs.
• Ensure ITSM processes are implemented and followed to provide timely, valuable service.

Skills

ITSM programs

Incident management

Problem management

Change management

Service Catalog

Knowledge management

Asset/Configuration management

Communication at all levels

Education

ITIL Managing Professional or ITIL Foundation

Tools

Prosci ADKAR

Job description

CalSTRS is seeking an Information Technology Supervisor II to lead IT service delivery and management. You will supervise ITSM operations, train staff, and report on performance while collaborating across Technology Services to deliver high-value services.

The role requires ITSM program experience, ITIL certification, and strong communication at all levels, with hybrid in-office/remote work options and a clear focus on customer experience.