IT Service Manager
ELEMENT2 GROUPProvidence, RI
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Job Description
IT Service Manager? Hybrid Rhode Island? Competitive Salary (based on experience) + BenefitsOverviewWe are seeking an experienced IT Service Manager to lead service delivery, support operations, and team performance across a dynamic IT environment. This role is responsible for ensuring high-quality service, driving operational efficiency, and continuously improving IT support processes.Responsibilities
- Oversee daily IT service operations, including help desk and infrastructure support
- Manage and mentor IT support staff; set performance goals and provide coaching
- Ensure service levels (SLAs) are met and continuously improved
- Act as escalation point for complex technical and service issues
- Monitor ticket queues, trends, and performance metrics
- Develop and implement process improvements and best practices
- Collaborate with leadership on IT strategy, budgeting, and resource planning
- Maintain documentation, reporting, and service delivery standards
- Drive customer satisfaction and strong internal relationships
- 10+ years of experience in IT support, infrastructure, or service delivery
- 3+ years in a leadership or management role
- Strong knowledge of IT service management frameworks (ITIL preferred)
- Experience managing ticketing systems and support metrics
- Excellent communication and leadership skills
- Ability to prioritize, problem-solve, and manage multiple initiatives
- Experience in a fast-paced or client-facing environment preferred
- ITIL Certification
- Experience with tools such as ServiceNow, ConnectWise, or similar platforms
- Background in managing hybrid or cloud-based environments (Azure, O365, etc.)
- Competitive base salary + bonus potential
- Hybrid work flexibility
- Health, dental, and vision insurance
- PTO + holidays
- Career growth and leadership development opportunities
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FAQs About IT Service Manager Jobs at ELEMENT2 GROUP
What is the work location for this position at ELEMENT2 GROUP?
This job at ELEMENT2 GROUP is located in Providence, RI, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at ELEMENT2 GROUP?
Employer has not shared pay details for this role.
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