IT Service Management Lead - ITIL, Compliance & Delivery

1st Franklin Financial Corporation; Toccoa (GA); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

1st Franklin Financial Corporation is seeking an IT Service Management Manager to lead ITSM documentation, governance, and process improvement across the technology ecosystem.

The role bridges technical operations and governance, focusing on Incident, Problem, Change, and Release Management in a hybrid schedule requiring four on-site days in Toccoa, GA or Greenville, SC. Bachelor's degree and ITIL knowledge preferred.

Qualifications

• Undergraduate degree in Information Technology, Computer Science, Business Systems, related degree, or equivalent experience.
• Three to five years' experience in IT Operations, Service Management, or Technical Writing.
• Exceptional technical writing, editing, and organizational skills.
• Experience preparing documentation and reports for audits or regulatory reviews.
• Strong understanding of ITIL frameworks and service delivery processes.
• Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management, ManageEngine).
• Proficient in Microsoft 365 Suite (Word, Excel, PowerPoint, SharePoint, Visio).
• Strong analytical and problem-solving abilities.
• Detail-oriented with a commitment to accuracy and version control.
• Excellent written and verbal communication skills.
• Ability to collaborate across multiple IT and business teams.
• Advanced interpersonal relationship skills at varying levels.

Responsibilities

• Develop, maintain, and improve IT operational documentation, process workflows, and compliance artifacts.
• Document and standardize procedures, runbooks, and escalation paths with IT teams.
• Analyze incident trends and process metrics to improve ITSM.
• Document and coordinate transitions with releases and IT operations.
• Contribute to knowledge management and internal documentation.

Skills

IT operations

Service management

Technical writing

ITIL frameworks

Data analysis

Verbal and written communication

Version control

Education

Bachelor's degree in IT/CS/Business Systems

Tools

ServiceNow

Jira Service Management

ManageEngine

Microsoft 365

SQL Server

Job description

1st Franklin Financial Corporation is seeking an IT Service Management Manager to lead ITSM documentation, governance, and process improvement across the technology ecosystem.

The role bridges technical operations and governance, focusing on Incident, Problem, Change, and Release Management in a hybrid schedule requiring four on-site days in Toccoa, GA or Greenville, SC. Bachelor's degree and ITIL knowledge preferred.