IT Service Management Solutions Manager

University of Iowa; Iowa City (IA); Hybrid; USD 95,000 - 135,000; Full time

Job summary

University of Iowa IT Services seeks an IT Service Management (ITSM) Solutions Manager to lead the enterprise ITSM program and oversee the Halo ITSM platform. You will guide a team responsible for supporting and advancing these services to ensure reliable IT service delivery.

You’ll set direction for the ITSM program, establish consistent practices, and partner with ITS and Health Care Information Services to translate service needs into practical technical solutions.

Qualifications

• Bachelor’s degree or equivalent; ITSM/IT operations experience preferred.

Responsibilities

• Lead the ITSM program strategy, governance, standards, and roadmap for maturity.
• Serve as service owner for Halo ITSM, overseeing administration, integrations, upgrades, and capabilities.
• Guide design and improvement of ITSM practices including incident, service request, catalog, configuration, and monitoring.
• Partner with IT leaders and stakeholders to set priorities and drive adoption of consistent, customer-focused practices.
• Develop and use KPIs, SLAs, and service data to evaluate performance and identify trends.
• Lead and develop the ITSM team, fostering a service-oriented culture.

Skills

Strong communication

Analytical thinking

Project management

People leadership

Education

Bachelor’s degree or equivalent

ITIL 4 Foundation (Desirable)

Tools

Halo ITSM platform

Active Directory

Microsoft 365

Monitoring tools

Job description

IT Services at the University of Iowa is seeking an IT Service Management (ITSM) Solutions Manager to lead our enterprise ITSM program, oversee the Halo ITSM platform, and guide the team responsible for supporting and advancing these services.

This is a unique opportunity to influence how IT work gets done across the organization. You’ll set direction for our ITSM program, establish consistent and effective services management practices, and help teams make better use of the processes, data, and technology to support reliable IT service delivery.

As the service owner for Halo ITSM, you’ll lead the continued development of the platform and its capabilities while building strong partnerships across ITS, Health Care Information Services, and the broader University. You’ll also supervise and develop a team responsible for translating service needs into practical technical solutions.

Key Job Duties (not All Inclusive)

• Lead the University’s ITSM program, establishing strategy, governance, standards, and a roadmap for continued maturity and improvement.
• Serve as the service owner for the Halo ITSM platform, overseeing its administration, configuration, integrations, upgrades, and future capabilities.
• Guide the design and improvement of core ITSM practices, including incident, service request, service catalog, configuration, and service monitoring/alerts.
• Partner with IT leaders, service owners, and stakeholders to understand service needs, establish priorities, and drive adoption of consistent, customer-focused practices.
• Develop and use key performance indicators (KPIs), service level agreements (SLAs), and service data to evaluate performance and identify trends/gaps.
• Lead, monitor, and develop the ITSM team, setting priorities and fostering a service-oriented culture.

ITSM touches nearly every part of our IT organization. Done well, it makes services easier to understand and problems easier to resolve. In this role, you’ll have the opportunity to move beyond maintaining individual processes and tools to helping build the structure that connects them.

If you enjoy bringing together people, processes, technology, and data to solve complex challenges, we’d like to hear from you.

There is an expectation that the individual in this position will maintain effective, civil, and respectful working relationships with the University of Iowa campus community and uphold the University’s commitment to creating a welcoming and respectful environment for all.

This position is not eligible for University sponsorship for employment authorization.

ITS values work life balance and strives to provide flexible work options where possible. This position is eligible for on-site or hybrid work arrangements within the state of Iowa, and will require a work arrangement form to be completed upon the start of employment. A minimum of 3-4 days in office per week will be expected. Per policy, work arrangements will be reviewed annually and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

Joining the University of Iowa means becoming a vital part of the Hawkeye community, where your work directly impacts education, research, and student success.

Enjoy exceptional health coverage, university-paid life insurance, robust retirement plans, and generous leave policies. Benefit from 24/7 support services, well-being resources, and access to UI Health Care specialists. Grow professionally with advanced training, leadership development, and tuition assistance.

Iowa City offers a great quality of life with world-class performances at Hancher Auditorium, Big Ten athletics, top-ranked public schools, and outdoor recreation.

Join us in making a difference at a leading Big Ten university and premier public research institution.

Qualifications

Required Qualifications

• Bachelor’s degree in a field relevant to the position, or an equivalent combination of education and additional related experience.
• Experience (typically 5 years or more) in IT service management or IT operations.
• Experience successfully supervising or leading a team.
• Demonstrated experience administering or managing an ITSM platform.
• Strong working knowledge of ITIL processes, including incident, problem, change, service request, and knowledge management.
• Proven ability to manage multiple priorities, projects, and stakeholders simultaneously.
• Excellent written and verbal communication skills, with the ability to present both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with experience using data to drive decisions.

Desirable Qualifications

• ITIL 4 Foundation certification or higher.
• Experience with Halo ITSM platform administration and configuration.
• Familiarity with enterprise integrations (e.g. Active Directory, Microsoft 365, monitoring tools.)
• Project management experience.
• Experience working in higher education.

Additional Information

• Classification Title: IT Manager
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: On Campus, Hybrid within Iowa

Compensation

• Pay Level: 5B

Contact Information

• Organization: Information Technology Services
• Contact Name: Melanie Bell
• Contact Email: [e-mail]