Manager, IT Service Management at NIGHTINGALE EDUCATION LLC SOLE MB

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Full Time

Start Date

Immediate

Expiry Date

22 Jul, 26

Salary

115000.0

Posted On

23 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, ITIL, CMDB, FreshService, Team leadership, Asset management, Vendor management, IT security, Policy development, Process improvement, Hardware inventory, Software inventory, Risk management, Technical support, AI integration

Industry

Higher Education

Description

Position Summary: The Manager, IT Service Management position is responsible for the design and maintenance of Nightingale’s IT and non-technical support services, shaping how we provide services while ensuring they provide value to those receiving and providing these services. This position will supervise the administrator of our FreshService ITSM platform and will be responsible for the health and quality of Nightingale’s support services for internal collaborators and Nightingale’s learners. The ITSM team will be involved with cohesive intake and development of newly requested services, proper maintenance of existing services within the platform to ensure their quality and availability, and deprecation of services that are no longer required of the platform. As part of the IT team, this position will be key in shaping and auditing our Configuration Management Database (CMDB). Part of maintaining an accurate CMDB will include running regular hardware and software inventories and collaborating with IT leadership and support teams to identify risks and waste within these areas. Role and Responsibilities: Supervise the ITSM Platform Administrator, ensuring effective team dynamics across all of IT and with other collaborative teams working within the ITSM Platform. Develop and refine policies and procedures with leadership teams to ensure cohesive experiences for consumers of Nightingale’s services. Ethically and responsibly Integrate IT Service Management best practices with new capabilities available with AI tools. Develop and maintain Configuration Management Database (CMDB) via FreshService ITSM platform. Collaborate with leadership and support teams to ensure their services are effective, highlight areas where services are successful and where improvement is necessary. Thoroughly document work in ITSM tools to maintain transparency and provide necessary context for future research. Manage effective relationships with 3rd party vendors. Work with IT Asset Management and Procurement teams to maintain hardware and software contracts via the CMDB to ensure both Nightingale and 3rd party vendors are in good standing. Collaborate closely with IT Security team to identify and remediate risks to the IT environment. Aid in security audits and security events. Provide feedback on IT systems and processes to ensure Nightingale systems are serving its Collaborators effectively and providing value to the organization. Codify standards and processes via documentation in the ITSM platform. Collaborate with IT leadership to develop new policies and processes as risks and needs are identified. Contribute to project work as necessary, ensuring that this work is balanced with conventional tasks. Qualifications and Education Requirements: Associates degree in technology related subject or 2-4 years of equivalent ITSM work experience. Experience developing and maintaining a CMDB. ITIL certification required (ITIL v3 or v4 preferred). Related IT certifications are desirable. Lead and develop skills of ITSM team, measured by feedback from support team and leadership. Budgeted Hiring Range $103,000—$115,000 USD All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will cover travel, lodging, and other accommodations. 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. Our Mission (not just words on the wall, we live it, love it, and daily contribute to it): With the primary focus on higher learning in healthcare professions, Nightingale Education Group contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities. At Nightingale Education Group, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale Education Group helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated nearly 5,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there. The professional and personal development of our learners and our collaborators is our company’s foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We’re so happy that you’ve found us! Employment is contingent upon successful completion of a background check and drug screen.

Responsibilities

The Manager, IT Service Management will oversee the design, maintenance, and quality of IT support services while supervising the ITSM platform administrator. This role involves managing the Configuration Management Database (CMDB), ensuring effective vendor relationships, and collaborating with IT security to mitigate risks.