About the Role
The ideal candidate will oversee IT service management functions, streamline workflows, and support the delivery of reliable technology services across the organization.
Responsibilities
- Administer and maintain IT service management platforms
- Develop and enforce standardized operating procedures
- Track and resolve incidents to minimize system disruptions
- Manage service requests through structured workflows
- Monitor service level agreements for compliance
- Coordinate communication during service outages
- Document technical configurations and system changes
- Support change management processes for IT infrastructure
- Analyze performance metrics to identify improvement areas
- Facilitate training for service desk personnel
- Ensure alignment with information security policies
- Maintain accurate records in the configuration management database
- Troubleshoot service delivery issues
- Escalate complex problems to appropriate technical teams
- Implement service continuity plans
- Contribute to post-incident reviews
- Optimize ticketing system efficiency
- Support integration of new technologies into service operations
- Provide reporting on service performance indicators
- Collaborate with cross-functional teams on service improvements
- Enforce compliance with audit and regulatory standards
- Assist in vendor management for IT services
- Promote knowledge sharing across support teams
- Evaluate tools and systems for service management enhancements
- Support continuous improvement initiatives
Nice to Have
- ITIL Foundation certification
- Experience with cloud-based service platforms
- Familiarity with agile service operations
- ServiceNow platform experience
- Project management experience in IT
- Advanced data analysis skills
- Scripting or automation experience
- Vendor management background
- Experience in nonprofit or mission-driven organizations
Compensation
Competitive salary and benefits package offered
Work Arrangement
Hybrid work model with flexible scheduling options
Team
Collaborative team environment focused on technology operations and support
Our Commitment to Inclusion
- We value diverse perspectives and foster an inclusive workplace where all employees can contribute meaningfully.
- Equal opportunity is central to our hiring and development practices.
Professional Development
- Ongoing learning is supported through training programs, certifications, and internal knowledge sharing.
- Employees are encouraged to grow their skills and advance their careers.
This position may require sponsorship for work authorization
