IT Service Manager

HuFriedyGroup

. Lead, coach, and develop a team of IT Service Specialists across HuFriedyGroup facilities .

Posted 9/17/2026full-timeNorthbrook • Illinois • United StatesSeniorLead💰 $125,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Management (ITSM) by establishing core processes, implementing ticketing platforms, and leveraging automation and AI to enhance service delivery. Proven ability to lead and develop teams while defining performance metrics and fostering stakeholder collaboration.

Highest-signal resume keywords

IT Service ManagementITIL PracticesAI and Automation ImplementationITSM Platform ExperiencePeople Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM Process DesignTicketing Platform ImplementationRoot-Cause AnalysisPerformance Metrics DefinitionWorkflow Orchestration

Soft Skills

Communication SkillsStakeholder ManagementTeam Leadership

Tools & Technologies

ServiceNowJira Service ManagementFreshservice

Certifications & Qualifications

ITIL Foundation CertificationITIL Intermediate CertificationAutomation CertificationAI/ML Certification

Industry Keywords

ManufacturingHealthcareMedical DeviceRegulated EnvironmentVisual Management

Tech Stack

Tools & technologies

ITSMRPAServiceNow

About the role

Key responsibilities & impact

Lead, coach, and develop a team of IT Service Specialists across HuFriedyGroup facilities
Standardize categorization, processes, service levels, coverage, and accountability across locations
Set team goals, balance workload, define performance expectations, and build talent growth paths
Design and establish core ITSM processes from scratch, replacing the email-based support model
Select, implement, and own an ITSM/ticketing platform
Establish incident, request, change, and problem management processes aligned with ITIL principles
Define SLAs, OLAs, escalation paths, and ownership
Champion AI-first and automation-first approaches, including AI-assisted triage, virtual agents, and workflow orchestration
Partner with IT, engineering, and business stakeholders to embed automation into support and delivery workflows
Establish formal problem management, root-cause analysis, and permanent corrective actions
Define ITSM KPIs and experience metrics, including ticket volume, MTTR, backlog, and recurring-issue rates
Build dashboards and automated reporting for operational management
Own the Routine Management KPI framework for the broader Enterprise Technology organization
Establish daily, weekly, and monthly management routines, tiered huddles, and visual performance tracking
Advise IT leadership and business stakeholders, facilitate adoption workshops, and mentor future ITSM practitioners

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent related experience
Minimum of 7 years of experience in IT service management
Direct, hands-on experience building or significantly maturing an ITSM function from a low-maturity baseline
Hands-on experience selecting and implementing an ITSM/ticketing platform such as ServiceNow, Jira Service Management, Freshservice, or similar
Experience designing ticket categorization taxonomies and core workflows from scratch
Working knowledge of IT service management frameworks such as ITIL practices
Demonstrated experience leveraging AI, automation, or RPA to reduce manual effort within IT service delivery
Proven people management experience, ideally leading a distributed or multi-site team
Excellent communication and stakeholder management skills
Experience in a manufacturing, healthcare/medical device, or other regulated global operating environment is a plus
Experience with Visual Management practices and an Agile mindset is a plus
ITIL Certification: Foundation required; Intermediate or higher strongly preferred
Certifications or demonstrated experience in automation, AI/ML, or RPA tooling
ITSM platform certification, such as ServiceNow, is a plus

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account HuFriedyGroup Website LinkedIn All Job Openings 1001 - 5000 employees 🏥 Healthcare 🏭 Manufacturing 🤝 B2B Healthcare
Manufacturing
B2B HuFriedyGroup is a global maker and service provider of dental instruments, operatory supplies, and clinical solutions for dental professionals. The company produces hand and powered dental instrumentation (scalers, curettes, forceps), surgical and implantology instruments, infection-prevention and sterilization products, dental water management, nitrous oxide/oxygen sedation equipment, PPE, and other operatory consumables. In addition to manufacturing, HuFriedyGroup offers services such as instrument sharpening and repair, lifetime servicing programs (HuCare), instrument recycling (Environdent), compliance tools, training/CE, and distributor/channel sales support. The firm emphasizes durability, clinical workflow integration, and support for dental practices, DSOs, clinicians, and dental educators. IT Service Manager 🔥 3 hours ago 🏢 Northbrook – Onsite 💵 $125k - $140k / year ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager 👻 Ghost score 0% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead, coach, and develop a team of IT Service Specialists across HuFriedyGroup facilities
Standardize categorization, processes, service levels, coverage, and accountability across locations
Set team goals, balance workload, define performance expectations, and build talent growth paths
Design and establish core ITSM processes from scratch, replacing the email-based support model
Select, implement, and own an ITSM/ticketing platform
Establish incident, request, change, and problem management processes aligned with ITIL principles
Define SLAs, OLAs, escalation paths, and ownership
Champion AI-first and automation-first approaches, including AI-assisted triage, virtual agents, and workflow orchestration
Partner with IT, engineering, and business stakeholders to embed automation into support and delivery workflows
Establish formal problem management, root-cause analysis, and permanent corrective actions
Define ITSM KPIs and experience metrics, including ticket volume, MTTR, backlog, and recurring-issue rates
Build dashboards and automated reporting for operational management
Own the Routine Management KPI framework for the broader Enterprise Technology organization
Establish daily, weekly, and monthly management routines, tiered huddles, and visual performance tracking
Advise IT leadership and business stakeholders, facilitate adoption workshops, and mentor future ITSM practitioners 🎯 Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent related experience
Minimum of 7 years of experience in IT service management
Direct, hands-on experience building or significantly maturing an ITSM function from a low-maturity baseline
Hands-on experience selecting and implementing an ITSM/ticketing platform such as ServiceNow, Jira Service Management, Freshservice, or similar
Experience designing ticket categorization taxonomies and core workflows from scratch
Working knowledge of IT service management frameworks such as ITIL practices
Demonstrated experience leveraging AI, automation, or RPA to reduce manual effort within IT service delivery
Proven people management experience, ideally leading a distributed or multi-site team
Excellent communication and stakeholder management skills
Experience in a manufacturing, healthcare/medical device, or other regulated global operating environment is a plus
Experience with Visual Management practices and an Agile mindset is a plus
ITIL Certification: Foundation required; Intermediate or higher strongly preferred
Certifications or demonstrated experience in automation, AI/ML, or RPA tooling
ITSM platform certification, such as ServiceNow, is a plus Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Business Manager 🕒 September 9 Bank of America 10,000+ employees 🏦 Banking 💸 Finance 💳 Fintech Website LinkedIn All Job Openings Business Manager driving strategy, financial oversight, analytics, and client service execution for Merrill Wealth Management advisory teams. Coordinating initiatives and compliance across Bank of America partners. 🏢 Northbrook – Onsite 💵 $30 - $45 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Business Manager 🕒 September 9 Bank of America 10,000+ employees 🏦 Banking 💸 Finance 💳 Fintech Website LinkedIn All Job Openings Business Manager driving Merrill Wealth Management advisory team strategy, financial performance, client service, and compliance. Coordinating initiatives, analytics, products, and cross-functional execution. 🏢 Northbrook – Onsite 💵 $30 - $45 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Remote jobs Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources About us Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass Resume Review AI Apply Copilot OpenClaw job finder API docs Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs