ITSM Leader | Hybrid Role, Service Desk Excellence

CBIZ Talent Solutions; Lower Providence Township (PA); Hybrid; USD 110,000 - 160,000; Full time

Job summary

CBIZ Talent Solutions is seeking a Manager of IT Service Management & Technology Support in Audubon, PA for a hybrid opportunity. The leader will oversee IT Service Desk operations, drive ITSM maturity, and implement ITIL-aligned processes to support the organization.

The role reports to the CIO and requires 5+ years in IT support/ITSM with 2–5 years of leadership, strong ITIL knowledge, and proficiency in Windows, M365, and device management. Excellent leadership and communication are essential.

Qualifications

• 5+ years of IT support/IT Service Management experience.
• 2-5 years of experience leading or managing a technical support team.
• Strong knowledge of ITIL practices, Windows, Microsoft 365, mobile device management, and ITSM platforms.

Responsibilities

• Lead, mentor, and develop the IT Support team while fostering a customer-focused service culture.
• Oversee Service Desk operations, ensuring service levels, ticket management, response times, and resolution metrics consistently meet established SLAs.
• Develop and mature ITSM processes, including Incident, Problem, Request, Change, Knowledge, and Major Incident Management.
• Analyze service trends, identify recurring issues, and implement continuous improvement initiatives and long-term solutions.
• Create and present operational dashboards, performance metrics, and improvement recommendations to IT leadership.

Skills

Leadership

Communication

Analytical skills

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Windows

Microsoft 365

Mobile Device Management

ITSM platforms

Job description

CBIZ Talent Solutions is seeking a Manager of IT Service Management & Technology Support in Audubon, PA for a hybrid opportunity. The leader will oversee IT Service Desk operations, drive ITSM maturity, and implement ITIL-aligned processes to support the organization.

The role reports to the CIO and requires 5+ years in IT support/ITSM with 2–5 years of leadership, strong ITIL knowledge, and proficiency in Windows, M365, and device management. Excellent leadership and communication are essential.