Manager, IT Support and Service

Considering candidates in Salt Lake, Utah. This is a remote position with occasional in-office requirements. All new hires must attend New Collaborator Orientation in Salt Lake City, Utah (travel and lodging covered).

About the role

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.

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 ensure requests are routed and tracked correctly.
• Maintain the knowledge base and service catalog to improve self-service and first-contact resolution.
• Run service reviews and use data to drive continuous improvement.
• Serve as escalation point for helpdesk and service desk; 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; track corrective actions to completion.
• Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.
• 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.
• 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; 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.

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 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 preferred.

Pay

Budgeted hiring range: $103,000—$115,800 USD.

Schedule

Remote position with occasional in-office requirements. Candidates must be located in Salt Lake, Utah. Extended-hours coverage may be required as part of team management responsibilities.