ITSM Infrastructure Manager/Supervisor

Summary: The ITSM Infrastructure Manager/Supervisor is responsible for managing daily activities of the legacy ITSM tools team, facilitating support for upgrades, and coordinating resources to resolve incidents. The role requires extensive knowledge of ITSM processes and tools, along with leadership experience. The position is remote and classified as outside IR35.

Key Responsibilities:

• Manage Day to Day activities for the legacy ITSM tools team
• Conduct Bi-Weekly KanBan Stand Ups
• Facilitate Support for the ServiceManager Upgrade (Leveraging external vendor and internal team members)
• Coordinating Resources to resolve incidents around the legacy tools
• Coordinating resources to mitigate any identified security incidents and vulnerability remediation for the legacy tools.
• Facilitating the Archiving of the ticket tools into a repository to obtain audit information for future audits involving the legacy ITSM tools.

Key Skills:

• Bachelor's degree required in Computer Science, Engineering, Technology
• ITIL Certifications Required v3
• Extensive knowledge in ITSM processes, IT Service Management Tools
• 5+ years of support and management of HP Service Manager
• 2 years of leadership / management experience
• ServiceNow platform support experience; transition experience from HP Service Manager to ServiceNow
• ITIL Certification v4
• MBA degree
• 5+ years of leadership / management experience

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT