ITIL-Driven Service Lead for Judicial IT Ops

Keystone Solutions; Town of Belgium (WI); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Keystone Solutions is seeking a Service Manager to oversee the operational management of services related to a central case management system for the judicial domain on client-site assignments. You will ensure service quality, continuity, and ongoing improvements in line with ITIL best practices.

The role requires hands-on coordination of L1–L3 support, incident and change management, and strong stakeholder communication to align IT services with business needs.

Qualifications

• 1–4 years of experience in IT support or service management.
• Basic knowledge of ITIL principles.
• Strong analytical and organizational skills.
• Good communication and coordination abilities.
• Structured and proactive mindset.

Responsibilities

• Manage daily operations of services (support, service desk).
• Implement and manage ITIL processes (Incident, Problem, Change, Request Management).
• Coordinate Service Desk activities (L1 / L2 / L3 support).
• Monitor and prioritize incidents (bugs) and service requests.
• Manage changes and ensure controlled releases.
• Track SLA/KPI performance and provide reporting.
• Act as the operational point of contact between business, ICT, and vendors.
• Drive continuous service improvement.
• Maintain operational documentation and procedures.

Skills

1–4 years IT support/service mgmt

Analytical skills

Communication & coordination

Structured, proactive mindset

Education

ITIL certification (nice to have)

Tools

.Net

Data & Services Architecture

Identity and Access Management (IAM)

Microsoft Dynamics

Salesforce

Job description

Keystone Solutions is seeking a Service Manager to oversee the operational management of services related to a central case management system for the judicial domain on client-site assignments. You will ensure service quality, continuity, and ongoing improvements in line with ITIL best practices.

The role requires hands-on coordination of L1–L3 support, incident and change management, and strong stakeholder communication to align IT services with business needs.