IT Service Manager

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Full-Time Exempt Employee Northbrook, IL, US

4 days ago Requisition

Salary Range: $ To $ Annually

Join Our Team at Hu Friedy Group  – Innovating Excellence in Dental Instrument Manufacturing

Hu Friedy Group  is a leading manufacturer of dental instruments and infection prevention products. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. To help dental professionals be The Best in Practice, Hu Friedy Group  provides a unique combination of world class products, value-added services, clinical education, and dental community platforms that result in superior clinician performance and enhanced safety for dental professionals and their patients.

Working at Hu Friedy Group  is so much more than a job, as every employee has a part in driving and supporting the organization’s inspirational vision to be a global force in advancing dental performance through Best-In-Practice dentistry that improves lives around the world.

The IT Service Manager plays a critical role in overseeing and enhancing the delivery of IT services within the organization to ensure alignment with business objectives and customer needs. This position is responsible for managing the entire lifecycle of IT service management processes, including incident, problem, change, and service level management, to maintain high service quality and operational efficiency. The IT Service Manager collaborates closely with cross-functional teams, vendors, and stakeholders to drive continuous improvement initiatives and implement best practices in IT service delivery.

By proactively identifying risks and opportunities, this role ensures that IT services are reliable, scalable, and responsive to evolving business demands. Ultimately, the IT Service Manager is accountable for fostering a customer-centric culture and ensuring that IT services contribute positively to overall organizational success.

This is a unique opportunity for an experienced, hands-on IT Service Manager to build the ITSM capability from the ground up — standing up modern processes and tooling, and using AI and automation as a first-class design principle rather than a bolt-on afterthought.

The role is best suited to a true problem solver: someone energized by building in a low-maturity environment, comfortable defining structure where little exists today, and relentlessly focused on measurable outcomes rather than process for its own sake.

This is also a people leadership role: you'll manage a team of IT Service Specialists based across Hu Friedy Group 's facilities, and you'll own the Routine Management KPI framework not just for ITSM, but for the broader Enterprise Technology organization.

• Lead, coach, and develop a team of IT Service Specialists located across Hu Friedy Group 's facilities, ensuring consistent coverage, quality, and accountability regardless of site.
• Think and act globally: standardizing categorization, processes, and service levels across locations while remaining sensitive to local site needs and time zones.
• Set clear goals, workload balance, and performance expectations for the team; build a bench of talent and growth paths as the ITSM function matures.

• Design and stand up core ITSM processes from scratch — replacing the current “email-a-mailbox” model with a structured intake, categorization, prioritization, and routing framework.
• Select, implement, and own an ITSM platform/tool that gives Hu Friedy Group  direct visibility into…