IT Manager - Managed Services

IT Manager – Managed Services

The IT Manager – Managed Services is responsible for overseeing key IT service management functions, ensuring the delivery of high-quality support services, operational excellence, and continuous process improvement. This role serves as a critical liaison between business stakeholders, the Service Desk, and technical support teams to drive service performance, manage major incidents, support user lifecycle management, administer Service Now processes, and provide operational reporting and governance.

The ideal candidate possesses strong IT service management experience, exceptional communication skills, and a passion for improving end-user experience through effective service delivery practices.

Ideal candidate would be based in Lake Forest, IL or Charlotte, NC.

Service Desk Operations Management

• Oversee daily Service Desk operations to ensure efficient and effective support delivery.
• Monitor ticket queues and ensure ticket hygiene standards are maintained, including proper categorization, prioritization, documentation, and resolution tracking.
• Ensure Service Desk process changes, updates, and communications are effectively distributed and adopted.
• Monitor and report on Service Level Agreements (SLAs) to ensure compliance with established service targets.
• Review ticket misroutes and identify trends, providing recommendations for process improvements and training opportunities.
• Partner with support teams and stakeholders to drive continuous improvement initiatives and enhance service quality.

Major Incident Management

• Serve as the primary coordinator for Major Incident Management activities.
• Lead and facilitate communication efforts during critical incidents, ensuring timely updates are provided to stakeholders and leadership.
• Partner closely with the Service Desk and technical support teams to coordinate incident response, escalation, and resolution activities.
• Maintain and manage distribution lists and communication channels required for major incident notifications.
• Ensure critical business applications and services receive appropriate attention and prioritization during incidents.
• Conduct post-incident reviews and drive corrective actions to reduce recurring incidents and improve service stability.

User Access Management (Onboarding & Offboarding)

• Manage and oversee end-user onboarding and offboarding processes to ensure a seamless employee experience.
• Monitor onboarding metrics to ensure equipment provisioning, account creation, application access, and required tools are available prior to employee start dates.
• Collaborate with hiring managers, Human Resources, and IT teams to coordinate onboarding activities and improve service delivery.
• Analyze onboarding feedback and implement process improvements and best practices to enhance user satisfaction.
• Ensure timely and secure deprovisioning of accounts, systems access, and equipment during employee offboarding.
• Maintain compliance with organizational security policies and audit requirements related to user access management.

Service Now Administration Support

• Assist in the administration and ongoing support of the Service Now platform.
• Develop expertise in Service Now configurations, workflows, assignment groups, service catalogs, and platform functionality.
• Support system enhancements, process improvements, and configuration updates.
• Partner with stakeholders to identify opportunities for automation and improved service management workflows.
• Maintain data integrity and governance standards within the platform.
• Identify broken/inefficient flows and log defects or enhancements.

KPI Reporting & Service Metrics

• Develop, maintain, and distribute weekly operational reporting and KPI dashboards.
• Report on assigned and unassigned incidents, service requests, tasks, onboarding activities, and offboarding activities.
• Analyze performance trends and provide actionable recommendations to improve operational effectiveness.
• Present service performance results to leadership and stakeholders.
• Ensure reporting accuracy and consistency across service management processes.

Software License Management

• Administer software licensing activities…