Manager, IT Service Management & Technical Support

Job Description

Job Description

CBIZ Talent Solutions is seeking a Manager, IT Service Management & Technology Support for a hybrid opportunity based in Audubon, PA . This leadership role reports to the CIO and is responsible for overseeing the company's IT Service Desk operations while driving the development, implementation, and continuous improvement of IT Service Management (ITSM) practices. The successful candidate will lead technology support teams, enhance service delivery, and establish scalable ITIL-aligned processes that support organizational objectives.

Key Responsibilities

• Lead, mentor, and develop the IT Support team while fostering a customer-focused service culture.
• Oversee Service Desk operations, ensuring service levels, ticket management, response times, and resolution metrics consistently meet established SLAs.
• Develop and mature ITSM processes, including Incident, Problem, Request, Change, Knowledge, and Major Incident Management.
• Analyze service trends, identify recurring issues, and implement continuous improvement initiatives and long-term solutions.
• Create and present operational dashboards, performance metrics, and improvement recommendations to IT leadership.

Candidate Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent experience.
• 5+ years of IT support and/or IT Service Management experience.
• 2-5 years of experience leading or managing a technical support team.
• Strong knowledge of ITIL practices, Microsoft Windows, Microsoft 365, mobile device management, and ITSM platforms.
• Excellent leadership, communication, analytical, and problem-solving skills.

Salary range: $110,000 - $140,000 annually

Only qualified candidates will be considered.

CBIZ Talent & Compensation Solutions is an Equal Opportunity Employer.

CBIZ Talent & Compensation Solutions does not discriminate on the basis of race, ancestry, national origin, color, religion, sex, gender identity, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.