Manager, IT Services Management

About the position

At Vertex Education, we change lives through education- as the Manager of IT Service Management, you'll make a positive impact at schools by ensuring exceptional IT service standards that deliver great experiences and enhance system reliability and operational excellence, ultimately enabling academic success.

Responsibilities

• Develop and execute an IT service strategy that eliminates barriers, making processes easy for teachers, students, and administrators.
• Establish a clear, proactive, standard communications guide to inform customers about IT changes, incidents, and improvements.
• Improve IT service workflows, including escalation paths, self-service tools, and ticketing system automation, to eliminate bottlenecks.
• Champion a customer-focused approach, creating alignment with IT services and school leader priorities.
• Apply continuous improvements and root-cause problem-solving techniques to enhance service reliability and efficiency.
• Use the SLA resolution data to identify trends and drive targeted improvements.
• Enhance criteria for quality assurance to validate and improve IT process adherence.
• Sustain improvements through structured controls and monitoring to ensure process integrity.
• Lead root-cause problem-solving sessions to eliminate recurring IT issues and mitigate risks.
• Establish a structured and standardized Change Management framework to ensure smooth, well-coordinated IT changes, incident responses, and debriefs.
• Design and deliver targeted cybersecurity compliance training to minimize human-related risks while managing vulnerability assessments and remediating major threats.
• Develop and lead IT training to equip teams with the best practices for service excellence, troubleshooting efficiency, and customer support.
• Develop and maintain an IT Knowledge Management Strategy to ensure IT expertise is regularly captured, organized, and easily accessible for self-service and AI-driven support.
• Enhance IT documentation quality and accessibility with clearly structured SOPs and policies that are updated and integrated into the Knowledge base.
• Champion adoption of AI-powered agents to automate responses to common IT issues, reducing support requests and improving resolution efficiency.
• Participate as a key stakeholder in high-impact technology projects-including asset refreshes, software changes, and system optimizations-to ensure meticulous planning and seamless execution with minimal disruption.

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in IT service management, IT operations, or continuous improvement.
• Strong track record in leading IT teams, managing service delivery, and implementing process improvements.

Nice-to-haves

• Preferred experience with Zendesk, Maven and Tableau.

Benefits

• Industry-leading pay, rewards, referral bonuses, with unlimited flexible paid time-off for performance.
• Comprehensive medical, dental and vision benefits.
• 401(k) plans with a 6% employer match on your contributions.
• Mentoring and money to take training classes.
• A welcoming, supportive, and inclusive environment.