Manager, IT Support and Service

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.  

• →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.  

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.