ITSM Service Manager

ITSM Service Manager First Orion - 4.6 North Little Rock, AR Job Details Full-time 11 hours ago Benefits Open paid time off Paid holidays Dental insurance Tuition reimbursement Paid time off Vision insurance Retirement plan Qualifications IT system monitoring Incident management software Incident Escalation Customer support ticket management Network monitoring tools Defect tracking tools Cloud monitoring Escalation handling Ticketing system technical support System performance monitoring Full Job Description 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. What you'll be doing: 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. What you'll need: 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 CloudWatch, or similar. Understanding of ITSM ticketing systems (ServiceNow, 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. Available to serve as an off-hours major escalation resource on weekdays (5 PM-8 AM Central Time) and provide weekend backup coverage on a rotating on-call schedule. The maximum on-call responsibility is one week per month.

Bonus Points:

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.

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we're helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers. First Orion has been voted a Great Place to Work with top rankings in every category. Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video. First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business. 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.