ITSM Solutions Lead, Halo Platform

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

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.