Senior ITSM Lead: Service Desk, Access & ServiceNow

Novolex; Lake Forest (IL); On-site; USD 126,000 - 210,000; Full time

Benefits offered by this job

401(k) with company match

Medical, dental, vision insurance

Paid vacation and sick days

Paid holidays and wellness program

Job summary

Novolex is seeking a Senior Manager, ITSM to translate enterprise ITSM strategy into reliable, customer-focused service delivery across the organization. You will oversee Service Desk operations, User Access Management, and the ServiceNow platform, driving accountability, secure access practices, and continuous improvement.

Reporting to IT leadership, you will own SLA performance, partner with managed services, and lead a team through change and development, ensuring service reliability and high

Qualifications

• ITIL 4 Foundation certification.
• 7+ years ITSM and service desk ops.
• 3+ years in management of ITSM teams.
• Experience with ServiceNow platform.
• Strong data-driven and reporting skills.
• Bachelor's degree in IT, CS, or related field.

Responsibilities

• Oversee service desk operations through a managed services partner.
• Manage user access request fulfillment and approvals.
• Oversee ServiceNow platform operations, catalogs, and reporting.
• Own SLA performance and reporting to leadership.
• Lead ITSM team development and cross-functional coordination.
• Coordinate with vendors and partners for service delivery.

Skills

ITIL

Service Desk

Leadership

Data-driven

Education

Bachelor's degree in IT/related field

Tools

ServiceNow

Job description

Novolex is seeking a Senior Manager, ITSM to translate enterprise ITSM strategy into reliable, customer-focused service delivery across the organization. You will oversee Service Desk operations, User Access Management, and the ServiceNow platform, driving accountability, secure access practices, and continuous improvement.

Reporting to IT leadership, you will own SLA performance, partner with managed services, and lead a team through change and development, ensuring service reliability and high