IT Service Manager

The IT Service Manager is responsible for the strategic oversight and day-to-day management of the IT Service Management (ITSM) function. This role ensures the effective delivery of IT services that align with business objectives, drives operational excellence across the service desk and incident management processes, and serves as the primary owner of ITIL-based processes.

ESSENTIAL FUNCTIONS:

• Oversees the Helpdesk Supervisor and Helpdesk Analysts to ensure reliable, effective, and customer-focused IT service delivery.
• Provides leadership, operational oversight, and guidance to the Helpdesk Supervisor and support staff for front-line IT support services and customer service operations.
• Oversees escalated Service Desk operations, escalation processes, workload coordination, service request fulfillment, and operational support activities.
• Serves as an escalation point for major, complex, or high-priority incidents requiring management involvement and coordination.
• Plans, develops, implements, maintains, and improves IT Service Management (ITSM) processes and workflows to enhance operational efficiency, service delivery, and customer support services.
• Oversees and supports ITIL-aligned processes including Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management.
• Develops, implements, manages, monitors, and reports on Service Level Agreements (SLAs), operational metrics, and Key Performance Indicators (KPIs) to ensure service expectations and operational goals are achieved.
• Reviews service trends, operational effectiveness, customer support outcomes, and performance metrics to identify opportunities for continuous improvement.
• Oversees ticketing, documentation, issue tracking, escalation procedures, and change management processes to ensure operational accountability, service continuity, and compliance with established standards.
• Participates in and supports Change Advisory Board (CAB) activities and change management processes to minimize operational risk and service disruption.
• Coordinates and oversees operational activities related to enterprise infrastructure, systems, end-user technology services, and support operations in collaboration with technical teams.
• Oversees communication and coordination related to software updates, outages, maintenance activities, operational changes, and service interruptions affecting end users and departments.
• Develops, reviews, implements, and enforces IT policies, procedures, workflows, standards, and service expectations related to enterprise support operations.
• Assists with development and maintenance of the IT technology roadmap to support infrastructure planning, operational needs, and organizational technology initiatives.
• Participates in and manages technology projects, operational initiatives, infrastructure improvements, and system implementations as assigned.
• Assists with planning, coordination, and lifecycle management of enterprise hardware refreshes, infrastructure upgrades, and end-user technology replacements.
• Works closely with IT leadership, departments, vendors, and organizational stakeholders to support operational goals, strategic initiatives, service improvements, and technology planning efforts.
• Assists with budget planning, resource management, vendor coordination, and fiscal stewardship related to enterprise support operations and technology services.
• Develops and maintains vendor and contractor relationships for support services, hardware, software, and operational assessments.
• Oversees vendor support coordination, service requests, issue resolution, and Add/Move/Change (AMC) workflows to ensure timely completion and operational continuity.
• Coordinates user support, onboarding, orientation, and training activities for end-user technologies, applications, and customer support services.
• Develops and supervises staff through coaching, mentoring, performance management, quality assurance activities, timely feedback, and ongoing professional development.
• Promotes a service-oriented culture focused on communication, accountability, collaboration, continuous improvement, and end-user satisfaction.
• Ensures compliance with organizational policies, IT security standards, regulatory requirements, and operational procedures related to IT support services and operations.
• Supports strategic planning and operational improvement initiatives for enterprise support services and IT operations.
• Performs other duties as assigned or required.
• Seven (9) years of IT experience with Helpdesk and IT operations, required
• Three (3) years of leadership and supervisory experience within Helpdesk and IT operations.
• Bachelors Degree in Information Technology or related field, Masters preferred.
• ITIL Foundation Certification (preferred)

Indian Preference and Equal Employment Opportunity

SCAHC gives preference in hiring to San Carlos Apache Tribal members and other Native Americans in accordance with the San Carlos Apache Tribes Tribal Preference Policy, as set forth in Section 402 of the Tribes Human Resources Department Policies and Procedures Manual. Otherwise SCAHC does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect him/her because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, citizenship, veteran status, military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, SCAHC complies with all applicable federal, and Tribal laws governing nondiscrimination in employment.