Manager, IT Service Management

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.

This role has the following 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.