Senior Manager, IT Service Delivery

Job Description: • Lead the delivery of reliable, responsive, and student-centered IT services. • Oversee IT support functions including Help Desk, user access management, classroom and instructional technology support. • Manage incident response with heightened focus on instructional continuity during class hours, exams, and registration periods. • Drive the implementation and continuous improvement of ITIL-based service management frameworks and best practices. • Foster a culture of accountability, collaboration, and customer service excellence. • Define and monitor service metrics such as ticket volume, response time, resolution time, and satisfaction. • Ensure IT services comply with FERPA, ADA, Section 508, and other applicable education regulations. Requirements: • Bachelor's degree in Information Technology, Computer Science, or related field • 8+ years of experience in IT service management, with at least four years in a leadership role • Strong knowledge of ITIL framework and best practices • Proven experience managing service desk operations, incident management, and problem management processes • Excellent leadership and people management skills with experience leading teams of 10+ professionals in multi-site environments • Strong analytical and problem-solving abilities with a data-driven approach to decision-making • Exceptional communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders • Experience with IT service management tools (ServiceNow, BMC Remedy, Jira Service Management, etc.) Benefits: • Competitive pay and opportunities for professional development. • Dynamic organizational culture within a supportive working environment. • Rest and relaxation with generous PTO and holiday benefits. • Robust health and welfare benefits package including, but not limited to, medical, dental, and vision. • Preparation for the future with a 401(k) and company match. Apply tot his job Apply To this Job