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Itil Practitioner Jobs (NOW HIRING)

SYCLONE DESIGNS INC

Help Desk Manager

Dawsonville, GA · On-site

$70K - $80K/yr

ITIL Practitioner * HDI Team Lead * HDI Support Center Analyst * Microsoft Certified: IT Service Management Skills * Proven leadership and people management skills, with the ability to coach, mentor ...

ASM Research

Technical Writer

Familiarity with ITSM concepts and ability to partner effectively with ITIL practitioners. * Exposure to using AI-assisted writing and content-generation tools in a manner consistent with federal AI ...

eConsultants

Typically will hold advanced education degrees and certifications such as, but not limited to the ITIL Practitioner or Manager Certificate. *These advanced degrees and certifications may substitute ...

TIER4 GROUP

Infrastructure Project Manager

Houston, TX · Hybrid

Project Management Professional (PMP), Agile Certified Practitioner (ACP), ITIL or equivalent certification desired * Experience with Microsoft Office Suite, Microsoft Project, Jira, or Smartsheet ...

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$41.5K

$130.3K

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How much do itil practitioner jobs pay per year?

As of May 30, 2026, the average yearly pay for itil practitioner in the United States is $130,295.00, according to ZipRecruiter salary data. Most workers in this role earn between $108,000.00 and $150,000.00 per year, depending on experience, location, and employer.

What is an ITIL Practitioner job?

An ITIL Practitioner is a professional who applies ITIL (Information Technology Infrastructure Library) principles to improve IT service management (ITSM) processes within an organization. They focus on practical implementation, guiding teams in adopting and adapting ITIL best practices to enhance service efficiency, reduce costs, and improve customer satisfaction. ITIL Practitioners emphasize continual service improvement, change management, and metrics-driven decision-making. Their role often involves training teams, analyzing processes, and ensuring IT services align with business objectives.

What are the key skills and qualifications needed to thrive in the Itil Practitioner position, and why are they important?

To thrive as an ITIL Practitioner, you need a solid understanding of IT service management principles, process improvement, and problem-solving, usually supported by ITIL Foundation and Practitioner certifications. Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Cherwell, as well as documentation and reporting systems, is often required. Excellent communication, analytical thinking, and stakeholder management abilities are crucial for effective collaboration and driving change. These skills enable practitioners to enhance service delivery and ensure organizational processes align with business objectives.

What are the typical career advancement opportunities for an ITIL Practitioner?

As an ITIL Practitioner, you can pursue various career paths in IT service management, such as progressing to roles like IT Service Manager, Process Owner, or ITSM Consultant. Many organizations also encourage practitioners to deepen their expertise with higher-level ITIL certifications or related management qualifications. With experience, you may take on responsibilities leading service improvement initiatives or managing teams. The skills and experience gained in this role are highly transferable, opening doors to broader IT leadership positions and cross-functional projects.

Is ITIL still relevant in 2026?

ITIL remains relevant for IT service management roles like ITIL Practitioner, as it provides a widely adopted framework for aligning IT services with business needs. Certifications in ITIL are still valued by employers, and the framework continues to evolve to incorporate modern practices such as Agile and DevOps. Staying updated with the latest ITIL versions and related tools can enhance job prospects in this field.
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Itil Practitioner jobs near you
Infographic showing various Itil Practitioner job openings in the United States as of May 2026, with employment types broken down into 7% Locum Tenens, 34% Full Time, 56% Part Time, and 3% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $130,295 per year, or $62.6 per hour.

Help Desk Manager

SYCLONE DESIGNS INC

Dawsonville, GA • On-site

$70K - $80K/yr

Full-time

This job post has expired 1 day ago. Applications are no longer accepted.

Job description


Job Overview & Qualifications
Job Overview
Syclone is dedicated to delivering exceptional IT support and services by combining technical expertise with a client-first approach. We are committed to continuous improvement and innovation in our IT services.
The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a Field Services Technician, a Help Desk Technician, and an Onboarding/Backup Technician. This role owns day-to-day help desk operations, service delivery, and team development, with a primary focus on meeting and exceeding SLAs, improving client experience, and building scalable processes that support company growth.
This is a hands-on leadership role that blends people management, operational oversight, and strategic improvement.
Key Objectives of the Role
  • Lead the help desk team to consistently deliver excellent client experience
  • Maintain and improve SLA performance, response times, and resolution quality
  • Develop a high-performing, accountable, and scalable support team
  • Create structure, standards, and processes that support business growth
  • Serve as the operational owner of the help desk team
What Success Looks Like
  • Consistent achievement of SLA targets and reduced escalations
  • Accurate, timely ticket completion and billing readiness
  • A well-documented, repeatable help desk operation
  • A motivated, accountable team with clear expectations and ownership

Key ResponsibilitiesTeam Leadership & Management
  • Lead, coach, and manage the help desk team, fostering accountability, collaboration, and professional growth
  • Set clear expectations for performance, behavior, and service quality
  • Conduct regular one-on-ones, performance feedback, and development planning
  • Assist with hiring, onboarding, and training of new Help Desk staff as the team grows
  • Build team coverage plans to ensure continuity during absences, vacations, and growth phases
Service Delivery & SLA Ownership
  • Own help desk performance and ensure adherence to all service level agreements (SLAs)
  • Monitor ticket queues, workloads, and priorities to ensure timely and effective resolution
  • Lead regular triage to ensure tickets are properly categorized, prioritized, and assigned
  • Serve as the final approver for help desk tickets, ensuring labor time, documentation, and billable items are accurate and ready for billing
  • Identify trends, recurring issues, and bottlenecks, to implement corrective actions
  • Act as an escalation point for complex, highimpact, or clientsensitive issues
Operational Excellence & Process Improvement
  • Develop, document, and continuously improve standard operating procedures (SOPs)
  • Build scalable workflows that support a growing client base and team
  • Ensure consistent and accurate documentation within the PSA/ticketing system
  • Maintain and improve knowledge base articles and internal documentation
  • Partner with leadership to align help desk operations with company goals
Technical & Hands-On Support (As Needed)
  • Act as backup support for the help desk when required to meet SLAs or handle escalations
  • Provide remote and occasional onsite technical support as needed
  • Ensure all support activities follow security best practices and internal standards
Client Communication & Experience
  • Ensure clear, professional, and proactive communication with clients
  • Set expectations and provide transparency throughout the ticket lifecycle
  • Represent Syclones values and commitment to service excellence in all interactions

Required Experience & Skills
Education & Experience

Formal education is not required. Candidates should possess equivalent professional experience, with a strong emphasis on demonstrated leadership experience managing and developing technical or service delivery teams in an SLAdriven environment.
Certifications

Certifications are not required but are strongly preferred and demonstrate a commitment to IT service management best practices and professional development:
  • ITIL Foundation
  • ITIL Practitioner
  • HDI Team Lead
  • HDI Support Center Analyst
  • Microsoft Certified: IT Service Management
Skills

  • Proven leadership and people management skills, with the ability to coach, mentor, and hold team members accountable
  • Strong understanding of service delivery in an SLAdriven environment
  • Excellent organizational, prioritization, and timemanagement skills
  • Ability to balance strategic leadership responsibilities with operational oversight
  • Clear, professional communication skills with clients, technicians, and leadership
  • Strong decisionmaking and problemsolving abilities
  • Commitment to continuous improvement, process maturity, and service quality
  • Ability to lead through change and support team growth as the organization scales

Tools & Platforms

Experience with the following tools and platforms is strongly preferred:
  • Professional Services Automation (PSA) and ticketing systems
  • Remote Monitoring and Management (RMM) platforms
  • Remote access and support tools
  • Microsoft 365 and Active Directory administration
  • Basic networking, firewall, and infrastructure concepts
  • Backup, disaster recovery, and business continuity solutions
  • Endpoint security and cybersecurity bestpractice tools
  • Documentation systems and internal knowledge bases
Physical Demands

This role is primarily officebased and requires extended periods of working at a computer and communicating via phone or video conferencing. Occasional lifting or movement of light IT equipment (up to 25 pounds) may be required. Periodic onsite visits to client locations may involve standing, walking, or working in varied environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Work Schedule Expectations

  • Standard full-time schedule: Monday through Friday, 8:00 AM to 5:00 PM.
  • Flexibility required for early morning, evening, or weekend shifts based on operational needs.
  • Participation in after-hours escalation and on-call oversight as needed; this role is not intended to be a primary on-call technician.
  • Additional hours may be required during system outages, deployments, or peak service periods
Punctuality and consistent attendance are essential to meet service level agreements and ensure timely support for end users.
Travel Requirements

Limited travel may be required for professional development activities, including industry conferences, training events, or company meetings. Routine client site travel is not expected for this role, as the primary focus is leadership of help desk service delivery. Travel frequency is expected to be occasional and planned in advance.