Information Technology Service Manager

Job Description

Job Title : IT service Management Lead

Job Location : Dallas, TX - Onsite

Job Tenure : Full time

Descriptions -

 Job Overview

We are looking for a detail-oriented and experienced IT Service Management (ITSM) Lead to manage and enhance our IT service management tools and processes. The ITSM Administrator will be responsible for administering ITSM platforms (such as ServiceNow, Jira, or similar), ensuring the smooth execution of ITIL processes, and supporting continuous service improvement initiatives. The ideal candidate will focus on workflow improvement, process and procedure documentation, and ensuring adherence to SLA’s / KPI’s.

Responsibilities

IT Service Management

• Administer and configure ITSM platforms (ServiceNow, Jira, BMC Remedy, etc.) to support IT service management processes.
• Maintain and update ITSM tools with the latest patches, modules, and features.
• Customize workflows, forms, and fields to meet organizational needs and business requirements.
• Collaborate with service desk and IT teams to ensure accurate incident, problem, change, and asset management processes.
• Monitor and report on ITSM KPIs and SLAs (Service Level Agreements) to ensure compliance with service delivery standards.
• Identify opportunities for automation and process improvement within IT services.
• Work closely with stakeholders to gather requirements, develop workflows, and implement ITIL-based solutions.
• Train users and staff on ITSM tool usage and best practices.
• Provide technical support for the ITSM platform, troubleshooting issues and coordinating with vendors when necessary.
• Ensure data integrity and consistency across all ITSM modules and reports.
• Assist with incident resolution and problem management by ensuring ITSM platform functionality supports root cause analysis and corrective actions.
• Maintain accurate records of system changes, configurations, and documentation.
• Respond to help desk tickets, emails, and calls from end users regarding IT issues.
• Act as an escalation point for IT Support.
• Document issues, resolutions, and interactions in the ticketing system.
• Provide excellent customer service and follow up to ensure user satisfaction.
• Maintain a knowledge base of technical procedures and solutions for future use.
• Support software applications including Microsoft Office Suite, email clients, and other company-specific applications.
• Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets.
• Support the various applications used by staff.
• Other duties as assigned.

Qualifications

Qualifications

• High school diploma
• 3+ year of IT-related IT Service Management experience.
• Ability to work within a team setting.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.
• Demonstrate ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Above average Microsoft Office skills (Word, Excel, and other applications)
• Ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone.
• Good phone skills, professional demeanor, and previous customer service experience strongly desired
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
• Ability to lift 10 to 25 lbs. throughout the day.
• Ability to work underneath a desk if necessary.

Additional Information

All your information will be kept confidential according to EEO guidelines.