Manager, IT Services     

Classification:    Exempt

Supervisor:          Director, IT 

Summary of Position:

The IT Services Manager will be responsible for managing and implementing Information Technology Infrastructure Library (ITIL) service processes, overseeing change management, and project management coordination. This role requires a proactive leader who can handle escalations, collaborate with various departments, and drive new projects to completion. The IT Services Manager will work closely with the user administration team, research and development, operations, and other departments to ensure the successful rollout of new technologies and streamline data collection and project management processes.

Duties & Responsibilities:

• ITIL Service Management:
• Assist in rolling out ITIL service processes, focused on change and service request management and assisting with incident and problem management.
• Ensure compliance with ITIL standards and best practices.
• Monitor service levels and implement improvements to enhance service delivery.
• Change Management:
• Oversee change management processes, ensuring all changes are documented, reviewed, and approved.
• Minimize risks associated with changes and ensure successful implementation.
• Coordinate with stakeholders to communicate change impacts and schedules.
• Project Management:
• Lead project initiatives, including planning, execution, and monitoring of projects.
• Collaborate with cross-functional teams to ensure project objectives are met.
• Track project progress and provide regular status updates to stakeholders.
• Client Escalations and Complex IT Challenges:
• Serve as the primary point of contact for client escalations and complex IT issues.
• Work closely with clients to understand their needs and provide effective solutions.
• Coordinate with internal teams to resolve issues promptly and efficiently.
• Collaboration and Rollout of New Technology:
• Work with the user administration team, research and development, operations, and other departments to implement new technologies.
• Ensure seamless integration and adoption of new systems and tools.
• Provide training and support to end-users as needed.
• Data Collection and Management:
• Streamline data collection processes to improve accuracy and efficiency.
• Implement best practices for data management and ensure data integrity.
• Utilize data to generate insights and support decision-making.

• Performs other duties as assigned to ensure effective operation of the department and the company
• Live by and promote Verisma core values

Minimum Qualifications:

• High school diploma or GED equivalent required
• Minimum of 5 years of experience in IT services, including change management.
• Proven experience in project management, with the ability to lead and coordinate multiple projects
• Strong problem-solving skills and the ability to handle complex IT challenges
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams
• Strong leadership and team management skills
• Ability to manage and prioritize multiple tasks and projects
• Proficient in ITIL service management tools and project management software
• Detail-oriented with excellent organizational skills
• Strong analytical skills and the ability to use data to drive decision-making
• Ability to travel up to 10% of the time