Information Technology Service Management (ITSM) Lead

This position will lead and manage a team of full-time and part-time Service Specialists in the support and delivery of IT services to the OU campus community. The ITSM Lead will focus on helping OU IT understand and minimize business and academic impacts related to OU IT service delivery. This individual will oversee ongoing ITSM/ITIL implementation; as well as advise on process improvement and measurement activities. This position will be accountable for ITIL and ITSM; including the communication, process consulting, management process, training, and ITIL projects. 

Job Requirements

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Required Education: Bachelor Degree, or equivalent combination of education/job related experience, AND:

• 36-48 months of experience with computer/hardware/software.

Skills:

• Broad knowledge of desktop solutions and peripherals. 
• Proven record of delivering great customer service and building relationships with customers. 
• Strong oral and written communication skills. 
• Demonstrated leadership capability, deep knowledge of desktop support tools, such as SCCM, Bomgar, KACE or similar tools.

Certifications:

• None

Advertised Physical Requirements:

• Must be able to reach, stand, engage in repetitive motions, grasp, move, feel, touch communicate, hear and see,including color, depth perception and clarity.

Departmental Preferences:

• ITIL Training/Certified  
• A+, Champ and/or ACDT Certified  
• Previous management experience 
• Experience in an Enterprise IT Organization

Supervision: Team Leader

Special Instructions:
If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit  https://hr.ou.edu/Policies-Handbooks/TB-Testing