Role OverviewWe’re hiring a User Support Manager I to guide support teams, improve service delivery, and shape the user experience. The primary purpose of this position is to manage and oversee user support operations that deliver exceptional customer service and ensure compliance with ITIL and ITSM frameworks.
What You Will Do
Ensure timely resolution of incidents and service requests, promote standardized processes, develop and monitor performance metrics, and integrate support functions across the broader IT environment.
Why It Might Be a Fit
This role is responsible for directing first- and second-level support teams, optimizing workflows, and driving continual service improvements to meet organizational goals.
Requirements
- Bachelor's degree in computer science or an IT related field from an appropriately accredited institution
- Four years of progressive experience in the information technology field
- Experience leading service desk/ops teams where Incident, Request, Problem, and Change are fully run in ServiceNow
- ITIL 4 Managing Professional Certification (or Foundation as a minimum)
- Experience as a Product Owner or Admin partnering with platform teams to manage updates, integrations, and request/case taxonomy
Benefits
- Salary Range: $81,504 - $122,256
- Hybrid remote work
- Reasonable accommodation to employees and applicants with disabilities
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