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IT Service Support Manager

Purdue University, IN
Job Level
Mid-level position
Post Date
11/27/2018
Job Category
Manager / Supervisor
Sector
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Information Technology
  • Services / Service Management
  • Support / Help desk
Link to Job Posting

The IT Service Support Manager will champion the implementation, management ‎‎and use of the ITaP Service Management Program, including Incident Management, ‎Change Management, Release Management, ‎Problem Management and ‎‎Configuration Management. Lead change management functions across multiple platforms, reviewing and auditing changes ‎for approval. ‎Identify, communicate and mitigate risks to change readiness, acceptance and change management ‎‎initiatives.‎ Design, document, deploy and oversee the change management process for ITaP. Support organizational and operational policies, procedures, and goals to administer the functions of the ITIL ‎‎‎‎Service ‎Management Support and Delivery disciplines. Consult with divisional service management staff, other departments and ‎vendors ‎regarding ‎problems, ‎‎projects, initiatives, etc. Work with divisional units to improve ‎existing operational processes. Provide ‎‎mentoring to ‎‎divisional service ‎management personnel, process owners and process coordinators ‎within ‎‎ITaP. Manage and coordinate a change ‎control program covering all production operations including policies, ‎‎‎forms, procedures and tracking/auditing systems to govern the ‎movement of new/upgraded services from ‎‎‎the test to the production environment including analyzing documentation and reports ‎for management ‎‎‎regarding change control activities.‎‎

 

Qualifications

 Required:

  • Bachelor's degree.

  • Five years of experience managing technology services, service management processes and/or business process design and ‎continuous improvement efforts.

  • In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience.

  • Experience with the Information Technology Infrastructure Library (ITIL) disciplines related to service support.

  • Excellent oral and written communication skills, including the ability to deliver presentations to audiences of different levels and ‎technological sophistication.  

  • Problem solving skills and the ability to grasp and implement solutions to complex challenges ‎‎‎and strategies.‎ 

  • General knowledge and understanding of the ITIL (Information Technology Infrastructure Library) framework and IT ‎service management.  

  • A broad knowledge of computing environments.  

  • Ability to operate on a strategic level and be politically savvy with a good knowledge of the key ‎‎aspects ‎of business.  

  • ‎Ability to successfully organize and lead large complex projects.

  • Ability to influence an organization.‎  

  • Excellent planning, organization and project management skills

  • Effective consulting, presentation, influencing, collaboration, and time-management skills.  

  • Proficiency in MS Word, Excel, PowerPoint and Outlook.

Preferred:

  • Bachelor's degree in computer science, business, management or related fields.

  • Experience in several aspects of information technology. 

  • ITIL Foundation Certification and ITIL Practitioner Certification in one or more Service Support ‎disciplines.

Additional Information:

  • Purdue will not sponsor employment authorization for this position.

  • A background check will be required for employment in this position.

  • FLSA: Exempt (Not Eligible For Overtime) 

  • Retirement Eligibility: Defined Contribution Waiting Period.

  • Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.