IT Service Management (ITSM) Manager#26-02825

Palo Alto, CA

Onsite Job Description

Overview

We're looking for an experienced IT Service Management (ITSM) Manager to help mature and scale our Enterprise IT operations.

Please do not send general Service Desk Managers. We're looking for someone with a proven track record of improving IT operations through strong ITIL practices, operational excellence, automation, and continuous service improvement.

Top Priority Experience (Required)

Candidates should have direct experience leading:

Incident Management

Request Fulfillment

Problem Management

Change Management

Major Incident Management

SLA management

Backlog reduction

Service Desk operations

Ticket triage and queue management

Knowledge Management

Continuous Service Improvement (CSI)

Service request automation

Program Scope

This individual will own the operational health of our Enterprise IT support organization.

Responsibilities include:

• Overseeing daily ticket operations across multiple IT teams
• Ensuring tickets are routed to the appropriate teams quickly
• Driving SLA compliance
• Reducing backlog and preventing backlog growth
• Identifying operational bottlenecks
• Leading Problem Management through root cause analysis
• Owning Change Management governance
• Improving Incident Management maturity
• Coaching and developing Level 1 support staff
• Increasing first-contact resolution
• Expanding the knowledge base
• Identifying automation opportunities to reduce manual work
• Partnering with engineering teams to automate repetitive requests and incidents
• Building operational dashboards and reporting for leadership
• Driving continual service improvement across Enterprise IT
• Preferred Background

Candidates with experience in any of the following will stand out:

Jira Service Management

ServiceNow

AI-powered Service Desk automation

Self-Service Portal implementation

Knowledge-Centered Service (KCS)

Enterprise IT organizations supporting 1,000+ employees

Executive operational reporting

Workflow automation

What We're Looking For

The ideal candidate should demonstrate:

8+ years in IT Service Management or IT Operations

Proven success improving SLA performance

Proven backlog reduction experience

Strong Incident, Problem, and Change Management expertise

Experience implementing operational automation

Strong analytical mindset

Excellent executive communication

Experience developing Level 1 support organizations

Continuous improvement mindset

Certifications

Required

ITIL Foundation Certification

Highly Preferred

ITIL Practice Manager

ITIL Managing Professional

ITIL Strategic Leader

ITIL Master

PMP

Lean Six Sigma