Manager, IT Service Management

Job DetailsJob Location: OSC Utah - Salt Lake City, UT 84111The Manager, IT Service Management position is responsible for the design and maintenance of Nightingale’s IT and non-technical support services, shaping how we provide services while ensuring they provide value to those receiving and providing these services.  This position will supervise the administrator of our FreshService ITSM platform and will be responsible for the health and quality of Nightingale’s support services for internal collaborators and Nightingale’s learners.  The ITSM team will be involved with cohesive intake and development of newly requested services, proper maintenance of existing services within the platform to ensure their quality and availability, and deprecation of services that are no longer required of the platform.   

As part of the IT team, this position will be key in shaping and auditing our Configuration Management Database (CMDB).  Part of maintaining an accurate CMDB will include running regular hardware and software inventories and collaborating with IT leadership and support teams to identify risks and waste within these areas.

This role has the following responsibilities: 

Supervise the ITSM Platform Administrator, ensuring effective team dynamics across all of IT and with other collaborative teams working within the ITSM Platform 

Develop and refine policies and procedures with leadership teams to ensure cohesive experiences for consumers of Nightingale’s services 

Ethically and responsibly Integrate IT Service Management best practices with new capabilities available with AI tools 

Develop and maintain Configuration Management Database (CMDB) via FreshService ITSM platform 

Collaborate with leadership and support teams to ensure their services are effective, highlight areas where services are successful and where improvement is necessary. 

Thoroughly document work in ITSM tools to maintain transparency and provide necessary context for future research 

Manage effective relationships with 3rd party vendors 

Work with IT Asset Management and Procurement teams to maintain hardware and software contracts via the CMDB to ensure both Nightingale and 3rd party vendors are in good standing 

Collaborate closely with IT Security team to identify and remediate risks to the IT environment 

Aid in security audits and security events 

Provide feedback on IT systems and processes to ensure Nightingale systems are serving its Collaborators effectively and providing value to the organization 

Codify standards and processes via documentation in the ITSM platform 

Collaborate with IT leadership to develop new policies and processes as risks and needs are identified   

Contribute to project work as necessary, ensuring that this work is balanced with conventional tasks. 

Qualifications

Associates degree in technology related subject or 2-4 years of equivalent ITSM work experience 

Experience developing and maintaining a CMDB 

ITIL certification required (ITIL v3 or v4 preferred) 

Related IT certifications are desirable 

Lead and develop skills of ITSM team, measured by feedback from support team and leadership  

Build and maintain a healthy CMDB with high level of accuracy 

Mitigate waste cost to the organization via process improvement and risk management practices