IT Service Management Lead

Florida Crystals Corporation; West Palm Beach (FL); Presencial; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

Florida Crystals Corporation in West Palm Beach, FL seeks a Manager, IT Services to lead IT support operations and govern Change Management. You will oversee incident and escalation management, ensuring reliable, secure, and efficient technology services while coordinating onshore and offshore resources.

The role requires strong organizational, communication, and leadership skills, with a focus on service delivery, metrics, and continuous improvement in a complex environment.

Qualificações

• Bachelors in information technology, Computer Science, or related field.
• 5+ years in IT Service Management, Service Desk, or IT Operations.
• Experience leading Help Desk or Service Operations teams.
• Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices.
• Experience with ServiceNow or similar ITSM platforms.
• Strong communication, leadership, and stakeholder management skills.
• ITIL Foundation certification preferred.

Responsabilidades

• Lead daily Help Desk operations and support staff.
• Ensure timely resolution of incidents and requests per SLAs.
• Manage major incidents, escalations, and customer communications.
• Monitor service desk performance, ticket aging, backlog, and customer satisfaction metrics.
• Identify trends and drive continuous improvement to reduce recurring issues.
• Develop and maintain support procedures, knowledge articles, and training materials.
• Provide on-call support using CIM processes in weekly rotations.
• Own and administer IT Change Management using ITIL best practices.
• Coordinate Change Advisory Board meetings and approvals.
• Review change requests for risk, impact, resources, and readiness.
• Ensure testing, backout plans, and stakeholder communications are completed before implementation.
• Monitor change success rates and drive improvements to reduce outages.
• Coordinate release schedules and deployments with vendors and teams.
• Manage Incident, Problem, and Change Management processes.
• Facilitate root cause analysis and corrective actions for major incidents.
• Develop operational dashboards, KPIs, and executive reporting.
• Partner with stakeholders, vendors, and technical teams to improve service delivery.
• Ensure compliance with policies, audit requirements, and change controls.
• Associate degree or higher in related discipline (Computer Science/Engineering preferred).

Conhecimentos

ITSM

ServiceNow

ITIL Foundation

Leadership

Stakeholder mgmt

Change Management

Incident Mgmt

Problem Mgmt

Communication

Formação académica

Bachelor’s degree in information technology or related field

Associate degree or higher in related discipline

Ferramentas

ServiceNow

SAP

Windows

UNIX

Descrição da oferta de emprego

Florida Crystals Corporation in West Palm Beach, FL seeks a Manager, IT Services to lead IT support operations and govern Change Management. You will oversee incident and escalation management, ensuring reliable, secure, and efficient technology services while coordinating onshore and offshore resources.

The role requires strong organizational, communication, and leadership skills, with a focus on service delivery, metrics, and continuous improvement in a complex environment.