IT Services Manager

ASR Group

. Lead daily Help Desk operations and support staff .

Posted 10/15/2026full-timeWest Palm Beach • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, focusing on Incident, Problem, and Change Management processes while ensuring compliance with ITIL best practices. Proven ability to lead Help Desk operations, manage teams, and drive continuous improvement in service delivery.

Highest-signal resume keywords

ITIL Incident ManagementServiceNow ITSMChange Management ProcessLeadership SkillsStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementIncident ManagementProblem ManagementChange ManagementRelease ManagementWindowsUnixCloud ComputingDatabase TechnologiesVirtualization

Soft Skills

Strong CommunicationLeadershipStakeholder ManagementAbility to Work Independently

Tools & Technologies

ServiceNowSAPWindows 10OS XIOSAndroid

Certifications & Qualifications

ITIL Foundation CertificationITIL Intermediate LifecycleITIL Capability ModulesITIL Practitioner CertificationsSix Sigma for Service

Industry Keywords

Help Desk OperationsService DeskContinuous ImprovementOperational DashboardsKPI MonitoringChange Advisory BoardCustomer Satisfaction MetricsOn-Call SupportAudit RequirementsResource Coordination

Tech Stack

Tools & technologies

AndroidCloudiOSITSMServiceNowUnix

About the role

Key responsibilities & impact

Lead daily Help Desk operations and support staff
Ensure timely resolution of incidents and service requests in accordance with SLAs
Manage major incidents, escalations, and customer communications
Monitor service desk performance, ticket aging, backlog, and customer satisfaction metrics
Identify trends and drive continuous improvement to reduce recurring issues
Develop and maintain support procedures, knowledge articles, and training materials
Provide on-call support using approved Critical Incident Management processes as part of the weekly on-call rotation
Own and administer the IT Change Management process using ITIL best practices
Coordinate Change Advisory Board meetings and change approvals
Review and assess change requests for risk, business impact, resource requirements, and implementation readiness
Ensure testing, backout plans, and stakeholder communications are completed before implementation
Monitor change success rates and reduce change-related incidents
Coordinate change windows, release schedules, and production deployments across support teams and vendors
Manage Incident, Problem, and Change Management processes
Facilitate root cause analysis and corrective action plans for major incidents
Develop operational dashboards, KPIs, and executive reporting
Partner with business stakeholders, vendors, and technical teams to improve service delivery
Ensure compliance with company policies, audit requirements, and change controls
Supervise 4–7 direct reports, potentially across up to three levels

Requirements

What you’ll need

Bachelor’s degree in information technology, Computer Science, or related field; education requirements also state an associate degree or higher in a related discipline
5+ years of IT Service Management, Service Desk, or IT Operations experience
Experience leading Help Desk or Service Operations teams
Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices
Experience with ServiceNow or similar ITSM platforms
Strong communication, leadership, and stakeholder management skills
ITIL Foundation certification preferred
ITIL Foundation Certification and one or more of: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, or other frameworks such as Six Sigma for Service
Technical understanding of Windows, Unix, virtualization, cloud computing, database technologies, networks, and back-end infrastructure
General SAP experience is a plus
Knowledge of Windows 10, OS X, iOS, and Android
CALM (SAP) transport movement administrative experience is a plus
Ability to coordinate onshore and offshore resources
Ability to work independently