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Title
Text copied to clipboard!IT Service Manager
Description
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We are looking for an experienced IT Service Manager to oversee and optimize our organization's IT service delivery and support operations. The IT Service Manager will be responsible for managing a team of IT professionals, ensuring the efficient resolution of technical issues, and maintaining high levels of customer satisfaction. This role requires a strategic thinker with strong leadership abilities, excellent communication skills, and a deep understanding of IT service management frameworks such as ITIL. The ideal candidate will have experience in managing service desks, implementing best practices, and driving continuous improvement initiatives. Key responsibilities include monitoring service performance, managing incident and problem resolution, coordinating with other IT teams and business units, and ensuring compliance with service level agreements (SLAs). The IT Service Manager will also be responsible for developing and delivering training programs for IT staff, analyzing service metrics, and preparing regular reports for senior management. This position requires a proactive approach to identifying areas for improvement, implementing new technologies, and ensuring that IT services align with organizational goals. The successful candidate will possess strong analytical skills, a customer-focused mindset, and the ability to manage multiple priorities in a fast-paced environment. If you are passionate about delivering high-quality IT services and have a proven track record in IT service management, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Oversee daily IT service operations and support activities
- Manage and mentor IT service desk staff
- Ensure timely resolution of incidents and service requests
- Monitor and report on service performance metrics
- Develop and implement IT service management best practices
- Coordinate with other IT teams and business units
- Maintain and improve service level agreements (SLAs)
- Identify and drive continuous improvement initiatives
- Manage IT service documentation and knowledge base
- Conduct regular training for IT staff
- Ensure compliance with organizational policies and standards
- Prepare and present reports to senior management
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology or related field
- Proven experience as an IT Service Manager or similar role
- Strong knowledge of ITIL or other IT service management frameworks
- Excellent leadership and team management skills
- Outstanding communication and interpersonal abilities
- Experience with service desk and ticketing systems
- Analytical and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Customer-focused mindset
- Familiarity with IT compliance and security standards
- Project management experience is a plus
- Relevant certifications (e.g., ITIL, PMP) preferred
Potential interview questions
Text copied to clipboard!- What experience do you have managing IT service teams?
- How do you ensure high levels of customer satisfaction?
- Describe your experience with ITIL or similar frameworks.
- How do you handle high-pressure situations or major incidents?
- What strategies do you use for continuous service improvement?
- How do you measure and report on IT service performance?
- Describe a time you implemented a successful process improvement.
- How do you ensure compliance with SLAs and organizational policies?
- What tools or systems have you used for IT service management?
- How do you approach training and development for your team?
