Manager, IT Service Management & Tech Support

CBIZ Talent Solutions; Lower Providence Township (PA); Hybride; USD 110 000 - 160 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Communication

Analytical skills

Problem solving

Formation

Bachelor's degree or equivalent experience

Outils

Windows

Microsoft 365

Mobile Device Management

ITSM platforms

Description du poste

CBIZ Talent Solutions is seeking a Manager, IT Service Management & Technology Support for a hybrid opportunity based in Audubon, PA.

This leadership role reports to the Chief Information Officer and is responsible for overseeing the company's IT Service Desk operations while driving the development, implementation, and continuous improvement of IT Service Management (ITSM) practices. The successful candidate will lead technology support teams, enhance service delivery, and establish scalable ITIL-aligned processes that support organizational objectives.

Key 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.

Candidate Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent experience.
• 5+ years of IT support and/or IT Service Management experience.
• 2-5 years of experience leading or managing a technical support team.
• Strong knowledge of ITIL practices, Microsoft Windows, Microsoft 365, mobile device management, and ITSM platforms.
• Excellent leadership, communication, analytical, and problem-solving skills.

Only qualified candidates will be considered.

CBIZ Talent & Compensation Solutions is an Equal Opportunity Employer.

CBIZ Talent & Compensation Solutions does not discriminate on the basis of race, ancestry, national origin, color, religion, sex, gender identity, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.