Manager, IT Support and Service

Position Summary:
The IT Support and Service Manager leads the Learner Helpdesk and the Collaborator Service Desk. The role delivers reliable, responsive technology support to Learners and Collaborators. It owns service management practices (ITSM), incident management, and the lifecycle of technology assets. The Manager sets the direction, standards, and performance expectations for both support teams. The Manager also works with Infrastructure, Platform Administration, and Information Security to make sure issues are resolved quickly and the root causes are fixed.
Role and Responsibilities:
Own and mature ITSM practices aligned with ITIL: incident, request, problem, change enablement, knowledge, and service catalog management.
Define, publish, and report on SLAs and OLAs for both support teams.
Administer and continuously improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
Manage intake through IT Demand Management and make sure requests are routed and tracked correctly.
Maintain the knowledge base and service catalog so that self-service and first-contact resolution improve.
Run service reviews and use the data to drive continuous improvement.
Incident and Problem Management
Serve as the escalation point for the helpdesk and service desk, and act as incident manager for major incidents.
Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, and vendors.
Oversee after-hours critical incident procedures and coordinate security events with Information Security.
Lead problem management and post-incident reviews, and track corrective actions to completion.
Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.
IT Asset Management
Own the hardware and software asset lifecycle: procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.