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It Service Manager information

What is an IT service manager?

An IT service manager oversees and provides support for information technology services at a company or business. An IT service manager participates in the development, design, and management of the information technology in use within the company. They must ensure that these internal processes work efficiently to help the company reach its business goals. In this role, they typically manage an IT infrastructure team, so strong communication and organizational skills are a must. Companies prefer IT service managers to have relevant help desk or customer service experience, strong problem-solving skills, and a degree in computer science or information technology.

What does an IT service manager do?

An IT Service Manager oversees the delivery of IT services within an organization, ensuring that IT systems run smoothly and efficiently. They are responsible for managing a team of IT professionals, implementing service management processes, and maintaining high levels of customer satisfaction. Their duties often include incident management, problem resolution, service quality monitoring, and aligning IT services with business objectives. IT Service Managers also play a key role in process improvement and may be involved in budgeting and strategic planning for IT services.

What are the key skills and qualifications needed to thrive as an IT service manager, and why are they important?

To thrive as an IT Service Manager, you need a solid background in IT infrastructure, service management frameworks (such as ITIL), and a relevant degree or certifications like ITIL Foundation or PMP. Familiarity with IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional leadership, communication, and problem-solving skills help manage teams and foster collaboration across departments. These competencies are crucial for ensuring reliable IT services, meeting business objectives, and delivering excellent user experiences.

What are some common challenges an IT service manager faces when aligning IT services with changing business needs?

IT Service Managers often encounter the challenge of ensuring IT services adapt quickly to evolving business priorities while maintaining high service quality and uptime. Balancing resource constraints, managing stakeholder expectations, and keeping up with technological advances require strong communication and problem-solving skills. Regular collaboration with various departments is essential to understand their requirements, translate them into IT solutions, and effectively manage changes without disrupting day-to-day operations. Success in this role relies on proactive planning and fostering a culture of continuous improvement within the IT team.

What is the difference between It Service Manager vs Network Administrator?

AspectIt Service ManagerNetwork Administrator
CertificationsITIL, PMP, CompTIA Service+CCNA, CompTIA Network+
Work EnvironmentOversees IT services, manages teams, strategic planningMaintains and supports network infrastructure, troubleshooting
Employer & Industry UsageUsed in organizations with IT service delivery focusCommon in organizations with complex network needs

The main difference is that an It Service Manager oversees the overall IT service delivery and manages teams, focusing on strategic planning and customer satisfaction. In contrast, a Network Administrator primarily maintains and troubleshoots network infrastructure. Both roles require certifications like CompTIA Network+ or ITIL, but their daily responsibilities and focus areas differ significantly.

How much is an IT Service Manager paid?

The average salary for an IT Service Manager typically ranges from $80,000 to $130,000 annually, depending on experience, location, and company size. Certifications like ITIL and strong leadership skills can influence earning potential.
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It Service Manager jobs near you
Infographic showing various It Service Manager job openings in Puerto Rico as of August 2026, with employment types broken down into 71% Full Time, and 29% Part Time. Highlights an 100% In-person job distribution.

IT Service Management (ITSM) Specialist (Puerto Rico)

Raytheon Technologies

Santa Isabel, PR • On-site

Full-time

Medical, Life, Retirement

Posted 20 days ago

Job description

Date Posted:
2026-07-29
Country:
United States of America
Location:
US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1
Position Role Type:
Remote
U.S. Citizen, U.S. Person, or Immigration Status Requirements:
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Security Clearance:
None/Not Required
At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world's most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.
The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:
The IT Service Management (ITSM) Specialist is responsible for driving operational excellence across the hosting infrastructure (compute) environment supporting the RTX business unit. This role provides leadership over ITSM processes, service operations, and governance to ensure reliable, scalable, and cost-effective compute services aligned to business needs. The ideal candidate brings strong ITSM discipline, infrastructure awareness, and a data-driven mindset to manage service request operations, platform and asset lifecycle, vendor performance, and technical debt reduction across a complex enterprise environment.
What You Will Do
  • Lead IT Service Management (ITSM) processes for hosting infrastructure services, ensuring alignment with ITIL best practices.
  • Serve as the primary ITSM partner for RTX compute infrastructure, collaborating with engineering, architecture, cybersecurity, and business stakeholders.
  • Drive standardization, automation, and continuous improvement to enhance service delivery and operational efficiency.
  • Manage end-to-end service request operations, including intake, fulfillment, SLA performance, and escalations.
  • Monitor operational metrics and develop executive dashboards to drive data-informed decisions and capacity planning.
  • Oversee compute platform asset and inventory lifecycle management to support financial transparency, compliance, and lifecycle planning.
  • Partner with finance and engineering teams to align infrastructure investments with business priorities and technology roadmaps.
  • Manage infrastructure vendor relationships, ensuring performance meets contractual SLAs and operational expectations.
  • Identify, prioritize, and drive remediation of technical debt to improve platform reliability, scalability, and cost optimization.
  • Provide strategic operational insights and recommendations that reduce risk, improve customer experience, and strengthen infrastructure service performance.
  • This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications You Must Have
  • A University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
  • Experience working with ITIL-based service management practices.
  • Experience supporting compute and hosting infrastructure environments.
  • Experience managing service request operations at scale.
  • Experience with operational reporting, KPIs, and executive-level communication.
  • Experience with vendor management and governance.
  • 3+ years of experience managing platform lifecycle, assets, and inventory.

Qualifications We Prefer
  • ITIL certification (Foundation or higher).
  • Experience with ServiceNow
  • 8+ years of experience in IT Service Management, Infrastructure Operations, Customer Operations, Enterprise Datacenter Services or related roles.
  • Advanced experience with Microsoft products, specifically Excel & PowerPoint
  • Experience in large, regulated, or mission-critical enterprise environments.
  • Familiarity with hybrid infrastructure and enterprise compute platforms.
  • Experience leading service transformation or operational maturity initiatives.
  • Strong financial and cost-management acumen related to infrastructure services.

What We Offer
Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
Learn More & Apply Now!
Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.
Please consider the following role type definition as you apply for this role:
Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.
RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
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