IT Support Manager

Nightingale Education Group

. Lead the Learner Helpdesk and Collaborator Service Desk .

Posted 10/15/2026full-timeRemote • Utah • United StatesMid-LevelSenior💰 $103,000 - $115,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) practices aligned with ITIL, including incident management, asset lifecycle management, and service desk leadership. Proven ability to enhance service delivery through effective communication, team development, and continuous improvement initiatives.

Highest-signal resume keywords

ITIL/ITSM PracticesIncident ManagementIT Asset ManagementMicrosoft 365Leadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementIncident ManagementAsset Lifecycle ManagementService Desk AdministrationReporting and DashboardsChange EnablementKnowledge ManagementProblem ManagementProcurement CoordinationBudget Management

Soft Skills

Strong Communication SkillsTeam LeadershipCoaching and DevelopmentCollaborationCustomer Service Orientation

Tools & Technologies

ITSM PlatformMicrosoft 365Entra IDIntuneEndpoint Support

Certifications & Qualifications

ITIL 4 Foundation

Industry Keywords

Service Level AgreementsOperational Level AgreementsContinuous ImprovementVendor ManagementSelf-Service Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead the Learner Helpdesk and Collaborator Service Desk
Deliver reliable, responsive technology support to Learners and Collaborators
Own and mature ITSM practices aligned with ITIL, including incident, request, problem, change enablement, knowledge, and service catalog management
Define, publish, and report on SLAs and OLAs
Administer and improve the ITSM platform, including workflows, queues, automation, forms, and reporting
Manage IT Demand Management intake and route and track requests
Maintain the knowledge base and service catalog to improve self-service and first-contact resolution
Run service reviews and drive continuous improvement
Serve as escalation point and incident manager for major incidents
Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, vendors, and Information Security
Oversee after-hours critical incident procedures and security event coordination
Lead problem management, post-incident reviews, and corrective actions
Report on incident trends, MTTR, SLA attainment, and backlog health
Own hardware and software asset lifecycle, including procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement
Maintain auditable asset inventory and configuration data
Manage software licensing, renewals, and compliance
Coordinate onboarding, offboarding, and device lifecycle processes
Oversee secure data sanitization and disposal and audit evidence
Report on asset utilization, lifecycle forecasting, and costs for budget planning
Lead, coach, and develop helpdesk and service desk teams, including hiring, onboarding, performance management, and training
Manage staffing, scheduling, and extended-hours coverage
Set support quality standards and review feedback and CSAT
Manage support and asset budgets, vendor relationships, and tool spend
Build an inclusive team culture aligned with the Core 7

Requirements

What you’ll need

Bachelor's degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications
5+ years of IT service desk, support, or ITSM experience
3+ years of leadership or supervisory experience
Working knowledge of ITIL/ITSM practices
ITIL 4 Foundation or equivalent certification is preferred
Experience administering an ITSM platform and building reports and dashboards
Demonstrated incident and major incident management experience
Experience with IT asset management, including inventory, lifecycle, and licensing
Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking
Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors
Experience with budgets and vendor management is preferred
Successful completion of a background check and drug screen

Benefits

Comp & perks

Travel, lodging, and other accommodations covered for New Collaborator Orientation in Salt Lake City
Positive work-life integration
Higher education or professional development opportunities
Equal opportunity employer