Manager, it support and service

Position Summary:

The IT Support and Service Manager leads the Learner Helpdesk and the Collaborator Service Desk. The role delivers reliable, responsive technology support to Learners and Collaborators. It owns service management practices (ITSM), incident management, and the lifecycle of technology assets. The Manager sets the direction, standards, and performance expectations for both support teams. The Manager also works with Infrastructure, Platform Administration, and Information Security to make sure issues are resolved quickly and the root causes are fixed.

Role and Responsibilities:

• Own and mature ITSM practices aligned with ITIL: incident, request, problem, change enablement, knowledge, and service catalog management.
• Define, publish, and report on SLAs and OLAs for both support teams.
• Administer and continuously improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
• Manage intake through IT Demand Management and make sure requests are routed and tracked correctly.
• Maintain the knowledge base and service catalog so that self-service and first-contact resolution improve.
• Run service reviews and use the data to drive continuous improvement.
• Incident and Problem Management.
• Serve as the escalation point for the helpdesk and service desk, and act as incident manager for major incidents.
• Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, and vendors.
• Oversee after-hours critical incident procedures and coordinate security events with Information Security.
• Lead problem management and post-incident reviews, and track corrective actions to completion.
• Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.
• IT Asset Management.
• Own the hardware and software asset lifecycle: procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.
• Maintain an accurate, auditable asset inventory and configuration data, with regular reconciliation.
• Manage software licensing and entitlements, including renewals and compliance.
• Coordinate onboarding, offboarding, and device lifecycle processes with HR, Infrastructure, and Information Security.
• Oversee secure data sanitization and disposal, and the evidence that supports audits.
• Report on asset utilization, lifecycle forecasting, and cost to support budget planning.
• People Leadership and Operations.
• Lead, coach, and develop the helpdesk and service desk teams, including hiring, onboarding, performance management, and training.
• Manage staffing, scheduling, and coverage across both teams and extended hours.
• Set quality standards for the support experience, and review feedback and CSAT for both Learners and Collaborators.
• Manage the support and asset budget, vendor relationships, and tool spend.
• Build a high-impact, inclusive team culture aligned with the Core 7.

Qualifications and Education Requirements:

• 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.

Budgeted Hiring Range

$103,000—$115,800 USD

All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will cover travel, lodging, and other accommodations.

Nightingale’s commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale Education Group is an equal opportunity employer.

Our Mission

(not just words on the wall, we live it, love it, and daily contribute to it): With the primary focus on higher learning in healthcare professions, Nightingale Education Group contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale Education Group, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale Education Group helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated nearly 5,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company’s foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We’re so happy that you’ve found us!

Employment is contingent upon successful completion of a background check and drug screen.