Job Description

A leading New York City Education Organization is seeking an experienced ITSM & ServiceNow Manager to own and mature their ServiceNow platform, lead IT Service Management (ITSM) excellence, and manage the Helpdesk function.

***This is a long-term contract opportunity with a potential to convert to a permanent role, with an in-office requirement three days per week in Downtown Manhattan***

Responsibilities:

• Own the ServiceNow platform, including ITSM and HRSD modules, ensuring configuration quality, roadmap execution, and ongoing optimization.
• Lead remediation of existing ServiceNow issues such as workflow defects, data inconsistencies, SLA logic, and catalog or knowledge base maintenance.
• Manage environment strategy (DEV/UAT/PROD), release management, testing cycles, and go/no-go decisions.
• Define and enforce platform governance, including intake processes, standards, documentation, data quality, privacy, and change approvals.
• Partner with Systems, Networking, Security, and HR teams to implement and maintain integrations (e.g., Okta, Google Workspace, endpoint management, HRIS, identity lifecycle, monitoring tools).
• Maintain dashboards, KPIs, audit trails, and SLA reporting for Technology leadership and cross-functional stakeholders.
• Own and mature ITSM processes including Incident, Request, Problem, Change, and Knowledge Management.
• Establish, refine, and enforce SLAs, OLAs, routing rules, escalation models, and operational runbooks.
• Lead, coach, and develop the Helpdesk team to ensure consistent, high-quality support across schools and central offices
• Oversee ticket queues, workload balancing, ticket quality, and aging to maintain operational excellence
• Implement proactive support practices, including problem management, trend analysis, and targeted agent training

Qualifications:

• 3+ years of experience managing a Helpdesk or IT support organization at scale (multi-site, 1,000+ users).
• 3+ years of hands-on ServiceNow experience, including ITSM
• Bachelor's Degree in Information Systems, Computer Science, or equivalent professional experience.
• Strong understanding of ITIL v4 and ITSM best practices
• Demonstrated success implementing or maturing ITSM processes in a complex organization
• Experience managing and improving service portals and knowledge bases
• Strong analytical skills with the ability to interpret data, identify trends, and drive process improvements
• Excellent communication and stakeholder management skills across both technical and non-technical audiences

Desired Skills:

• Hands-on technical leadership style with deep comfort configuring ServiceNow, troubleshooting issues, analyzing data, and working directly with tickets and ITSM workflows
• Experience with HRSD, ITOM, or ITAM
• Experience supporting a Mac/iOS-heavy environment

Desired Skills and Experience

ITSM, HRSD, ServiceNow Project Manager, ITOM, ITAM, ITIL

Job Tags

Long term contract, Permanent employment, Part time, Work at office, 3 days per week,

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