IT Service Management Manager - Hybrid - Toccoa, GA / Greenville, SC

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

Join 1st Franklin's IT Team as an IT Service Management Manager.

Annual Base Salary: $100,000 to $110.000

Schedule: Hybrid - Requires 4 days onsite in Toccoa, GA or Greenville, SC

The IT Service Management Specialist is responsible for developing, maintaining, and improving IT operational documentation, process workflows, and compliance artifacts in support of the organization's technology ecosystem. This role bridges technical operations and process governance by supporting ITIL-based service management activities to include Incident, Problem Change, and Release Management.

Principal Accountabilities And Responsibilities

Performs Service Management Support

• Assist in maintaining consistent and effective ITSM framework
• Collaborate with IT teams to document and standardize procedures, runbooks, and escalation paths
• Analyze incident trends and process metrics
• Collaborate with teams to ensure accurate documentation and transition steps with releases
• Develop, document, and maintain technical and operational documentation

Provide Metrics, Reporting, and Audit Support

• Track and report performance in clear and readable business material
• Prepare and maintain audit and compliance artifacts in alignment with regulatory requirements
• Support internal and external auditors with required documentation
• Participate in IT governance review and ensure documentation is accurate

Ensures Compliance and Regulatory Standards

• Contribute to defining standards
• Adheres to all 1FFC policies and procedures
• Complies with all State and Federal regulations
• Contribute to the development of knowledge management practices and internal documentation

EDUCATION, QUALIFICATION AND EXPERIENE

• 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, etc.)
• 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 a variety of levels and greatly differing social and business settings
• Demonstrate the ability to analyze relevant information and apply individual judgment
• Strong verbal and written skills

Desirable Skills

• ITIL v4 Foundation Certification (or higher)
• Familiarity with loan origination, servicing, or financial applications
• Experience with SQL Server, application monitoring tools, or reporting dashboards
• Exposure to change control, release pipelines, or DevOps environments
• Experience working in a regulated financial or banking environment

1st Franklin is an Equal Opportunity Employer