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Itsm Manager Jobs in Utah (NOW HIRING)

ClifyX

Health Equity - ServiceNow SecOps Engineer

Draper, UT · On-site

$50.50 - $69.50/hr

... CMDB, ITSM, ITOM, and Security Operations workflows. • Proficiency in ServiceNow Scripting (JavaScript, GlideScript, Business Rules, Script Includes, REST APIs). • Experience integrating ...

LVT

Manager, IT Infrastructure

American Fork, UT · On-site

Strong experience managing, integrating, and securing a comprehensive enterprise SaaS and tooling ecosystem (productivity suites, ITSM, MDM). * Compliance Mindset: Practical experience acting as a ...

Waterford.org

Helpdesk Manager

Taylorsville, UT · Remote

Familiarity with ITSM platforms and ticket management systems. * Excellent written and verbal communication skills. * Strong organizational, analytical, and problem-solving abilities. * Demonstrated ...

PACS

Incident Management Analyst

Farmington, UT · On-site

... ITSM concepts including incident, request and problem management and ITIL v4 concepts. • Strong organizational skills with high attention to detail and data accuracy. • Experience working with ...

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Itsm Manager information

What does an ITSM Manager do?

An ITSM (IT Service Management) Manager oversees the processes and teams that deliver IT services within an organization. They ensure that IT services are aligned with business needs, manage incident and problem resolution, and work to improve the quality and efficiency of IT operations. Responsibilities often include developing ITSM policies, monitoring service delivery performance, and leading service improvement initiatives. The ITSM Manager acts as a bridge between IT and other business units to support smooth operations and customer satisfaction.

What are the key skills and qualifications needed to thrive as an ITSM Manager?

To thrive as an ITSM Manager, you need expertise in IT service management frameworks (such as ITIL), experience with process improvement, and a strong understanding of IT operations, often supported by a relevant degree and ITIL certification. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong leadership, communication, and problem-solving skills set exceptional ITSM Managers apart by enabling them to drive change and coordinate cross-functional teams. These skills are vital for ensuring efficient IT service delivery, continuous improvement, and alignment with organizational goals.

What are the primary challenges an ITSM Manager faces when implementing new IT service processes across a large organization?

An ITSM Manager often encounters challenges such as resistance to change from staff, ensuring effective communication between IT and other business units, and aligning new processes with existing technology and workflows. Managing stakeholder expectations and providing adequate training are crucial to gaining buy-in and ensuring smooth adoption. Additionally, balancing the need for standardization with the flexibility required by different departments can be complex, requiring strong leadership and problem-solving skills.

What is the difference between Itsm Manager vs Service Desk Manager?

AspectItsm ManagerService Desk Manager
Primary FocusOversees IT service management processes, ensuring efficient delivery and complianceManages daily service desk operations, customer support, and incident resolution
CertificationsITIL, COBIT, PMP often preferredITIL, HDI certifications common
Work EnvironmentStrategic, process-oriented, cross-departmentalOperational, customer-facing, team management
Industry UsageIT service providers, large enterprisesIT support centers, corporate IT departments

While both roles focus on IT service delivery, the Itsm Manager has a broader, process-driven role overseeing overall IT service management strategies. The Service Desk Manager concentrates on daily support operations and customer interactions. Understanding these differences helps in choosing the right career path or job focus.

What are the most commonly searched types of Itsm jobs in Utah?

The most popular types of Itsm jobs in Utah are:

What are popular job titles related to Itsm Manager jobs in Utah?

For Itsm Manager jobs in Utah, the most frequently searched job titles are:

What job categories do people searching Itsm Manager jobs in Utah look for?

The top searched job categories for Itsm Manager jobs in Utah are:

Itsm Manager jobs near you
Infographic showing various Itsm Manager job openings in Utah as of August 2026, with employment types broken down into 70% Full Time, 19% Part Time, and 11% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution.

IT Service Management Administrator

CaptionCall

Salt Lake City, UT • On-site

$39.95 - $66.59/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 5 days ago

Job description

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!
Full time Benefits
  • Paid Vacation Time and Paid Sick Time and Paid Holidays
  • 401k 6% match with immediate vesting
  • Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
    • TeleDoc
    • HSA company match
    • 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
  • Employee Assistance Program
  • Engaged Employee Resource Groups
  • Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.
* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *
* Prefer Local Candidates but Open to Remote Candidates *
Job Summary
The IT Service Management Administrator drives the administration, governance, integration, and continuous improvement of our enterprise IT Service Management (ITSM) environment and operational platforms. This role serves as the primary administrator and owner of Ivanti Neurons for ITSM and is responsible for the administration, configuration, governance, and continuous improvement of core IT Service Management processes including Incident Management, Major Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, CMDB governance, and Service Catalog management.
In addition to Ivanti, this role will provide administration and operational support for PagerDuty, Jira, and other Technology Operations platforms, ensuring effective integrations, automation, reporting, and operational alignment across the Technology organization.
Essential Duties and Responsibilities
  • IT Service Management Administration
  • Serve as the primary administrator and owner of Ivanti Neurons for ITSM.
  • Configure and maintain business objects, workflows, forms, automation, approvals, notifications, dashboards, reporting, and integrations.
  • Develop and maintain Service Catalog offerings and self-service capabilities.
  • Manage platform upgrades, testing, releases, and system health.
  • Ensure platform security, permissions, governance, and data integrity.
  • Drive platform adoption, optimization, and continuous improvement initiatives.
  • Maintain platform documentation, standards, and administrative procedures.
  • Enterprise Operations Tool Administration
  • Administer and support PagerDuty, Jira, and other Technology Operations platforms.
  • Configure users, teams, permissions, schedules, escalation policies, workflows, notifications, dashboards, and reporting.
  • Support platform administration activities including upgrades, testing, documentation, and operational governance.
  • Maintain integrations between Ivanti, PagerDuty, Jira, monitoring platforms, collaboration tools, and other operational systems.
  • Partner with Technology Operations teams to improve automation, workflow efficiency, and operational consistency.
  • Evaluate new capabilities and recommend platform improvements that increase operational maturity.
  • IT Service Management Leadership
  • Lead the continuous improvement of Incident, Major Incident, Change, Problem, Knowledge, Service Request, and Configuration Management processes.
  • Support and improve the Major Incident Management process, including workflows, reporting, communication standards, documentation, and post-incident corrective action tracking.
  • Partner with Service Desk, NOC, SRE, Infrastructure, Security, and Technology leadership to ensure operational processes remain effective, measurable, and aligned with business objectives.
  • Facilitate Change Advisory Board (CAB) processes and governance.
  • Drive root cause analysis initiatives and corrective action tracking.
  • Develop and maintain operational standards, procedures, and governance documentation.
  • Ensure ITIL best practices are consistently applied across Technology Operations.
  • Service Desk, NOC & SRE Partnership
  • Partner with Service Desk leadership to improve ticket quality, categorization, routing, escalation procedures, and request fulfillment processes.
  • Support Service Desk operational governance and continuous improvement initiatives.
  • Partner with NOC and SRE teams to improve operational visibility, service reliability, and response effectiveness.
  • Coordinate operational readiness initiatives and service health improvements.
  • Support development and maintenance of runbooks, playbooks, and operational procedures.
  • Promote consistency across Service Desk, NOC, Infrastructure, SRE, and Application support practices.
  • CMDB, Service Catalog & Governance
  • Maintain CMDB governance standards and improve configuration data quality.
  • Support configuration item lifecycle management and service mapping initiatives.
  • Improve Service Catalog maturity and service ownership practices.
  • Establish governance standards for service management data and operational processes.
  • Ensure service management processes align with organizational standards and operational objectives.
  • Reporting & Continuous Improvement
  • Develop operational dashboards, executive scorecards, and KPI reporting.
  • Track and report on incident trends, SLA performance, service request metrics, change success rates, operational health indicators, platform utilization, and service management performance.
  • Analyze operational performance data to identify improvement opportunities.
  • Identify, design, and implement automation opportunities that improve operational efficiency and service quality.
  • Drive initiatives that improve operational maturity, platform adoption, and user experience.
  • Support continuous improvement across the Technology Operations tool ecosystem.
  • Other duties as assigned.

Supervisory Responsibility
This position has no supervisory responsibilities.
Travel Requirements
Travel Requirements: Less than 25%
Education
Minimum 4 Year / Bachelors Degree in Information Technology, Computer Science, Business, or equivalent professional experience.
Experience
5 years Supporting enterprise IT Service Management environments.
3 years Administering Ivanti Neurons for ITSM, Ivanti Service Manager, or comparable enterprise ITSM platforms.
Knowledge, Skills, and Abilities
  • Strong understanding of ITIL practices including Incident, Major Incident, Change, Problem, Knowledge, Service Request, Configuration, and Asset Management.
  • Experience administering enterprise operational platforms such as PagerDuty, Jira, Jira Service Management, or similar tools.
  • Experience configuring workflows, permissions, automation, notifications, dashboards, reporting, and platform integrations.
  • Experience supporting Service Desk, NOC, Infrastructure Operations, Service Operations, or Site Reliability Engineering (SRE) organizations.
  • Strong analytical, troubleshooting, reporting, and problem-solving skills.
  • Excellent communication, facilitation, documentation, and stakeholder management skills.
  • Preferred Qualifications
  • ITIL Foundation v4 certification or higher.
  • Ivanti Neurons for ITSM Administration certification.
  • Experience administering PagerDuty and Jira in enterprise environments.
  • Experience with REST APIs, platform integrations, and workflow automation.
  • Experience integrating monitoring platforms such as SolarWinds, Dynatrace, Azure Monitor, AWS CloudWatch, or similar tools.
  • Experience supporting Major Incident Management programs.
  • Experience facilitating Change Advisory Board (CAB) governance.
  • Experience developing executive dashboards and operational reporting.
  • Experience supporting enterprise cloud, infrastructure, and hybrid operational environments.

Company Summary
Our Mission...Harnessing the power of language, we connect diverse people and enrich the human experience.
Our Vision...To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.
As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.
We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.
Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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