ITSM Service Manager

ITSM Service Manager

The ITSM Service Manager is responsible for maintaining and supporting IT Service Management (ITSM) solutions and processes. In this role, you will collaborate with service owners and stakeholders to evaluate and optimize the delivery of IT services managed by the ITSM team. You will remove roadblocks, solve problems, and drive the successful delivery of IT services in a fast‑paced environment. Additionally, this role ensures that changes to IT services minimize disruption and support smooth operations.

• Oversee the effective functioning of core ITSM processes for a portfolio of IT services.
• Ensure all IT staff are aligned to support IT services efficiently and in accordance with SLAs.
• Serve as a key service SME in support of incident escalations.
• Produce Root Cause Analysis (RCA) documentation for significant problems.
• Design and implement the monitoring and event management strategy for supported services.
• Maintain accurate information about IT services in the CMDB (Configuration Management Database).
• Oversee change‑management activities for infrastructure, applications, and services.
• Author knowledge base articles related to supported IT services.
• Identify opportunities for service improvement and evaluate IT performance against best‑practice KPIs.

• Working knowledge of highly available enterprise IT systems, as well as ITSM and ITIL processes.
• Strong expertise with network and application monitoring tools such as New Relic, Zabbix, AWS Cloud Watch, or similar.
• Understanding of ITSM ticketing systems (Service Now, Jira).
• Proficient in analyzing and documenting data flows for highly distributed IT services.
• Strong written and verbal communication skills with the ability to clearly document and explain business processes.
• Ability to analyze and support complex client/server applications.
• Availability to serve as an off‑hours major escalation resource on weekdays (5PM–8AM Central Time) and provide weekend backup coverage on a rotating on‑call schedule (maximum one week per month).

• AWS Cloud Practitioner or other advanced AWS certifications.
• ITIL certification.
• Technical knowledge of common AI tools, such as Microsoft Copilot and Kiro.
• Capability to develop basic automation scripts (Python, JavaScript, or similar).
• Experience supporting carrier‑grade networks.

Competitive package with open PTO, company‑paid holidays, Flex Fridays, and flexible work arrangements. Wellness center to support health and wellness. Generous health, dental, and vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, stock options, and bonus potential.

First Orion is an affirmative action and equal opportunity employer. This position is not eligible for employment‑based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I‑9 compliance. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.