ITSM and Service Manager jobs in United States
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Baird & Warner · 1 day ago

ITSM and Service Manager

positionChicago, IL
timeFull-time
remoteHybrid
seniorityMid, Senior Level
money$90K/yr - $110K/yr
date5+ years exp

Baird & Warner is a recognized leader in real estate, committed to empowering its employees and fostering a collaborative culture. The ITSM and Service Manager will oversee the daily operations of service delivery, implement the ITIL framework, and lead a team to ensure efficient IT service management aligned with business objectives.

Real Estate
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Growth Opportunities
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H1B Sponsor Likelynote

Responsibilities

Operational Leadership: Supervise the service desk, system administration. Foster a culture of accountability, collaboration, and continuous improvement
Service Delivery: Ensure the high-quality delivery of IT services by monitoring performance against SLAs and key performance indicators (KPIs). Coordinate resources and implement improvements as necessary to maintain service levels
ITIL Process Management: Implement and mature key ITIL processes, including: Incident Management, Problem Management, Change Management and Request Fulfillment within the IT Service Desk and across other IT areas
Vendor Management: Manage relationships and contracts with third-party vendors and service providers, ensuring optimal service delivery and value
Security and Compliance: Implement and enforce IT policies and security protocols to ensure compliance with industry standards and regulations. Partner with the security team on incident response and vulnerability management
Reporting and Analysis: Use service management tools (e.g., Fresh, Jira) to produce and present regular reports on IT service performance, budget, and improvement initiatives to senior management
Coach and Mentor other team members

Qualification

ITIL frameworkITSM platformsIT operations experienceVendor managementAnalytical skillsLeadership skillsCommunication skillsInterpersonal skillsProblem-solving skills

Required

Bachelor's degree in Computer Science, Information Technology, or a related field
5+ years of experience in IT operations
At least 2-3 years in a management or supervisory role
ITIL Foundation certification (v3 or v4)
Strong practical knowledge of the ITIL framework
Expertise with ITSM platforms such as Fresh Desk, Fresh Service and Jira Service Management
Excellent leadership, communication, and interpersonal skills
Strong analytical and problem-solving abilities

Preferred

Master's degree
Experience in a multi-location or enterprise-scale environment
ITIL Intermediate or Expert certifications
Project Management Professional (PMP)
Other relevant technical certifications (e.g., in cloud computing or security)
Experience with IT budgeting, forecasting, and vendor negotiations

Benefits

PTO
VTO
Medical
Dental Vision
401K

Company

Baird & Warner

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Established in 1855, family-owned Baird & Warner is Chicagoland’s largest independent real estate services company.
dateFounded in 1855
location
Chicago, IL, US
people-size1001-5000 employees
web-link
http://www.bairdwarner.com

H1B Sponsorship

Baird & Warner has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)

Funding

Current Stage
Late Stage

Leadership Team

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Jennifer Alter Warden
Senior Advisor to the CEO
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Steve Baird
Owner and CEO
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Company data provided by crunchbase