Note:  we are unable to hire in every state 

Summary: Leads daily IT operations to ensure system stability, availability, and performance. Drives incident and problem management in alignment with ITIL best practices, advancing continuous service improvement. Participates in Batch Operations to ensure the timely, accurate, and reliable execution of business-critical workloads. 

Key Responsibilities: “To simplify complexities for each customer.” 

1.  Assists management in the selection, training and developing of new employees. 
2. Oversees 24x7 IT operations, system performance, and service availability  
3. Leads incident lifecycle management  
4. Oversees daily Incident and Problem Management activities. 
5. Leads major incident response efforts and coordinate technical teams. 
6. Conducts root‑cause analysis and track long‑term fixes for recurring issues. 
7. Maintains clear communication with leadership, technical teams, and business partners. 
8. Ensures alignment with ITIL and IT service management best practices 
9. Participates in Batch Operations activities  
10. Ensures SLA adherence and ticket queue performance  
11. Monitors service metrics and identify improvement opportunities  
12. Maintains ITIL-aligned processes, runbooks, and documentation  
13. Assists the manager in monitoring team performance, staffing, and development  
14. Collaborates with IT and business stakeholders  
15. Ensure accurate documentation of incidents, problem records, and changes within ITSM tools  
16. Provide guidance and mentorship to junior team members 
17. Support on-call rotations and lead in major incident response efforts 
18. Contribute to continuous improvement initiatives aligned with ITIL best practices 

 

Qualifications/Education/Certifications: 

Associate’s degree; Bachelor’s degree preferred, plus minimum of 3-6 years relevant work experience or equivalent combination of education and experience.  ITIL Foundation and/or advanced ITIL certifications preferred.  Prior leadership experience highly preferred. 

Knowledge, Skills, and Abilities:  

Variable work hours, including evenings and weekends, may be required due to the nature of installed technologies and utilization requirements. 

Required: 

• 3–6 years IT operations or service desk experience  

• Experience in ITIL environments  

• ITIL service management knowledge  

• Incident and problem management expertise  

• Analytical and continuous improvement mindset  

• Strong communication and stakeholder management  

• Experience with ITSM tools  

Preferred: 

• ITIL Foundation Certification  

• CompTIA A+ Certification 

• MCP Certification 

• Experience managing or supervising IT operations teams. 

• Background in infrastructure, applications, or service support. 

 

Role-Based Competencies:   

• Shows Drive & Initiative  

• Collaboration & Teamwork  

• Delivers Quality Results Timely  

• Communicates Effectively  

• Job Knowledge & Skills  

 

Physical Demands/Working Conditions: 

Duties are performed primarily in a home office setting utilizing computer equipment. Travel to attend meetings and visit locations throughout the country may be required. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands. The employee is occasionally required to stand and walk. *** Job descriptions will be reviewed and are subject to changes of business necessity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions