IT Service Manager

We are looking for an experienced IT Service Manager to lead service delivery operations and strengthen the quality, consistency, and responsiveness of IT support in Arizona. This contract opportunity is ideal for someone who can balance strategic service management with hands-on operational leadership while fostering a strong customer-focused culture. The role will guide service desk performance, refine IT service processes, and ensure IT support activities align with organizational priorities.

Responsibilities:
• Lead daily IT support operations, providing direction to service desk leadership and staff to maintain dependable and responsive technology services.
• Manage high-impact or sensitive incidents, coordinating escalations and resolution efforts when issues require advanced oversight.
• Design, implement, and enhance IT service management practices to improve efficiency, service quality, and user satisfaction.
• Oversee core service management disciplines such as incident handling, problem resolution, change control, request fulfillment, and knowledge sharing.
• Track service levels, operational performance, and key metrics, then communicate results and recommendations to support informed decision-making.
• Analyze ticket patterns, support outcomes, and workflow effectiveness to identify areas for continuous improvement across IT operations.
• Ensure accurate documentation, issue tracking, escalation procedures, and configuration-related records are maintained in line with established standards.
• Support change review activities and participate in governance processes that help reduce service disruption and operational risk.
• Coordinate workload distribution and service request execution to keep front-line support activities organized, timely, and customer-centered.

Qualifications:

• At least 3 years of experience supervising help desk teams and IT operations functions.
• Bachelor’s degree in Information Technology or a related discipline; an advanced degree is preferred.
• IT service management foundation certification is preferred.
• Working knowledge of Active Directory and configuration management practices.
• Experience supporting environments that include backup technologies, Cisco technologies, and computer hardware.
• Strong ability to lead teams, manage escalations, and improve service delivery processes.
• Comfortable using metrics, service levels, and performance indicators to guide operational improvements.

Compensation

$43.54-$50.41 Hourly

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