IT Service Management Leader – 24x7 Global Support

NetJets; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plan with company match

Paid Time Off

Parental Leave

Wellness Programs

Job summary

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

The role emphasizes empathy, accountability, and hospitality, guiding a culture of continuous improvement across processes, people, and partnerships while aligning service outcomes with NetJets' hospitality standards.

Qualifications

• 10+ years of IT service management leadership experience.
• Proven ability to build and sustain a customer-centric service organization.
• Strong knowledge of ITIL incidents, problem, change, and service level management.
• Excellent communication with executives and stakeholders.

Responsibilities

• Lead Service Desk and Application Support to deliver superior customer experiences.
• Cultivate a high-performing, service-oriented culture with accountability and learning.
• Develop and coach ~20 technical contributors and team leads.
• Staff and schedule global 24x7x365 support with high service quality.
• Drive continuous improvement in customer satisfaction and operational efficiency.
• Represent Service Support in enterprise projects and strategic initiatives.

Skills

Customer-centric leadership

Servant leadership

Coaching & mentoring

ITIL knowledge

Education

Associate's degree

Bachelor's degree

Job description

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

The role emphasizes empathy, accountability, and hospitality, guiding a culture of continuous improvement across processes, people, and partnerships while aligning service outcomes with NetJets' hospitality standards.