ITSM Manager
First seen by Alion on Nov 11, 2026.
ITSM MANAGER
Role Overview :
IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi's digital workplace. The role will oversee a 24x7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal.
The manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.
Key Responsibilities :
Service delivery and operational ownership :
- Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.
- Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.
- Maintain clear ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.
- Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.
Team leadership and workforce management :
- Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24x7 operations.
- Maintain effective shift handovers, healthy ticket queues and business continuity readiness.
- Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.
Performance and stakeholder management :
- Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.
- Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.
- Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.
Knowledge, transition and continuous improvement :
- Maintain SOPs, FAQs and knowledge articles, using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.
- Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.
- Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.
Experience And Qualifications :
- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.
- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.
- Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.
- Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.
- Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.
- Strong people management, stakeholder communication and analytical problem-solving skills.
- Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.
Preferred :
- ITIL Foundation certification.
- Experience with service transitions, knowledge management and business continuity planning.
- Exposure to cloud telephony, IVR and support automation.
Qualifications :
- 6+ years of relevant IT support/service desk experience, aligned with the presentation's illustrative manager profile, including demonstrated team leadership.
- Bachelor's degree in IT, Computer Science or a related discipline, or equivalent practical experience.
Must have skills :
- ITIL.
- Workforce and shift planning.
- IT service management.
- ServiceNow and reporting.
- Technical support knowledge.
- SLA and performance management.
- Customer and stakeholder communication.
- Knowledge management and continuous improvement.
Good to have skills :
- Transition and operational readiness.
Skills
ITSM, Technical Support, IT Service Delivery, Ticketing System, Troubleshooting, ServiceNow, Workforce Management