Senior Manager, IT Service Delivery
University of Arizona College of Education
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Lead the delivery of reliable, responsive, and student-centered IT services.
- Oversee IT support functions including Help Desk, user access management, classroom and instructional technology support.
- Manage incident response with heightened focus on instructional continuity during class hours, exams, and registration periods.
- Drive the implementation and continuous improvement of ITIL-based service management frameworks and best practices.
- Foster a culture of accountability, collaboration, and customer service excellence.
- Define and monitor service metrics such as ticket volume, response time, resolution time, and satisfaction.
- Ensure IT services comply with FERPA, ADA, Section 508, and other applicable education regulations.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field
- 8+ years of experience in IT service management, with at least four years in a leadership role
- Strong knowledge of ITIL framework and best practices
- Proven experience managing service desk operations, incident management, and problem management processes
- Excellent leadership and people management skills with experience leading teams of 10+ professionals in multi-site environments
- Strong analytical and problem-solving abilities with a data-driven approach to decision-making
- Exceptional communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders
- Experience with IT service management tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
Benefits
- Competitive pay and opportunities for professional development.
- Dynamic organizational culture within a supportive working environment.
- Rest and relaxation with generous PTO and holiday benefits.
- Robust health and welfare benefits package including, but not limited to, medical, dental, and vision.
- Preparation for the future with a 401(k) and company match.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service managementincident managementproblem managementITIL frameworkdata-driven decision-makingservice desk operationsservice metrics monitoring
Soft Skills
leadershippeople managementanalytical skillsproblem-solvingcommunicationinterpersonal skillscollaborationcustomer service excellence