IT Service Management Lead – Customer Experience

QS Security Services, LLC; Columbus (OH); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401(k) plan

Paid Time Off

Wellness programs & discounts

Job summary

NetJets Services, Inc. in Columbus, OH seeks a Manager, IT Service Management to lead the Service Desk and Application Support functions, building a world-class service organization that delivers exceptional employee and partner experiences.

The role guides ~20 professionals, fostering a service-first culture grounded in empathy, accountability, and operational excellence, ensuring alignment with business needs.

Qualifications

• 10+ years of IT service management experience.
• Proven ability to build a customer-centric service organization.
• Strong knowledge of ITIL and service delivery metrics.
• Experience leading global support teams 24x7 across geographies.
• Excellent communication with executives and stakeholders.

Responsibilities

• Lead Service Desk and Application Support to deliver exceptional customer experiences.
• Foster a high-performing, service-oriented culture built on trust and accountability.
• Develop ~20 technical contributors through coaching and career programs.
• Staff and schedule teams to support a global 24x7x365 operation.
• Drive continuous improvement in service delivery and employee experience.
• Represent Service Support in enterprise projects and initiatives.

Skills

IT Service Management

Leadership

Incident Management

Problem Management

Customer Experience

Team Development

Education

Bachelor's in related field

Associate's

Tools

ServiceNow

Monitoring Tools

ITIL Framework

Job description

NetJets Services, Inc. in Columbus, OH seeks a Manager, IT Service Management to lead the Service Desk and Application Support functions, building a world-class service organization that delivers exceptional employee and partner experiences.

The role guides ~20 professionals, fostering a service-first culture grounded in empathy, accountability, and operational excellence, ensuring alignment with business needs.