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Itsm Practice Leader Jobs (NOW HIRING)

SCIGON

ITSM / Service Desk Lead

Oak Brook, IL · On-site

... leadership experience. * Strong hands-on experience with ServiceNow or a comparable ITSM platform. * Deep knowledge of ITIL practices and service management frameworks. * Experience managing SLAs ...

MethodHub

ITSM Project leader

Tallahassee, FL · On-site

The successful candidate will work closely with cross-functional teams to implement best practices ... Experience leading process reviews and implementing improvements that result in measurable service ...

Codeforce 360

ITSM Manager

Phoenix, AZ · On-site

Ensure ITSM best practices are followed, including Incident, Problem, Change, and Service Request ... Experience leading cross-functional teams and driving service excellence. How To Apply Job ID: JPC ...

kgs

Service Level/Capacity Manager

Washington, DC · Hybrid

... Management (ITSM) practice and works in close coordination with the Program Manager, Incident ... Coordinate with functional area leads--including the NOC/Service Desk Manager, Incident Manager ...

AceStack LLC

ServiceNow ITSM Admin Architect

Seattle, WA · On-site

$61.50 - $84.50/hr

... Past work experience with industry leading providers of ITSM tools Responsibilities: • ... Good practice web programming techniques to configure robust solutions utilizing the ServiceNow ...

kgs

Incident Manager

Washington, DC · Hybrid

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice ... Coordinate with the NOC, Service Desk Manager, technical leads, and program leadership to ensure ...

kgs

ITSM Knowledge Manager

Washington, DC

The ITSM Knowledge Manager will be responsible for the end-to-end governance, development, and ... practices. * Collaborate with NOC technicians, team leads, subject matter experts, and problem ...

Koniag, Inc.

Incident Manager

Washington, DC · On-site

$89K - $119K/yr

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice ... Coordinate with the NOC, Service Desk Manager, technical leads, and program leadership to ensure ...

Prime Data Centers

IT Operations Manager

Dallas, TX · On-site

Experience running or materially improving an ITSM practice -- SLAs, escalation management, and ... Leadership & Communication: Clear communicator who can translate technical status into business ...

Koniag, Inc.

Service Level/Capacity Manager

Washington, DC · On-site

$93K - $123K/yr

... Management (ITSM) practice and works in close coordination with the Program Manager, Incident ... Coordinate with functional area leads-including the NOC/Service Desk Manager, Incident Manager ...

kgs

Service Level/Capacity Manager

Washington, DC · Hybrid

... Management (ITSM) practice and works in close coordination with the Program Manager, Incident ... Coordinate with functional area leads--including the NOC/Service Desk Manager, Incident Manager ...

kgs

ITSM Knowledge Manager

Washington, DC

The ITSM Knowledge Manager will be responsible for the end-to-end governance, development, and ... practices. * Collaborate with NOC technicians, team leads, subject matter experts, and problem ...

Prime Data Centers

IT Operations Manager

Dallas, TX · On-site

Experience running or materially improving an ITSM practice - SLAs, escalation management, and ... Leadership & Communication: Clear communicator who can translate technical status into business ...

Koniag, Inc.

ITSM Knowledge Manager

Washington, DC · On-site

$115K - $129K/yr

The ITSM Knowledge Manager will be responsible for the end-to-end governance, development, and ... practices. * Collaborate with NOC technicians, team leads, subject matter experts, and problem ...

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Itsm Practice Leader information

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How much do itsm practice leader jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for itsm practice leader in the United States is $25.73, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $24.04 per hour, depending on experience, location, and employer.

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For Itsm Practice Leader jobs, the most frequently searched job titles are:

Infographic showing various Itsm Practice Leader job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 76% Full Time, 19% Part Time, and 3% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $53,524 per year, or $25.7 per hour.

ITSM / Service Desk Lead

Oak Brook, IL • On-site

SCIGON
IT Services • 51 - 200 employees
Learn more about SCIGONexternal

Other

Posted 25 days ago

Job description

The ITSM / Service Desk Lead is responsible for the leadership and governance of Level 1 Service Desk operations and the organization's IT Service Management framework. This role owns ServiceNow (or equivalent ITSM platform), drives ITIL process maturity, ensures SLA achievement, and provides governance over Incident, Problem, Change, and Request Management processes across the enterprise.

Key ResponsibilitiesService Desk Leadership
  • Own day-to-day L1 Service Desk operations.
  • Ensure consistent, high-quality customer support and ticket resolution.
  • Drive workforce planning, performance monitoring, and service optimization.
  • Establish operational standards, procedures, and escalation paths.
ITSM Platform Ownership
  • Serve as the business owner for ServiceNow or equivalent ITSM technology.
  • Manage platform governance, enhancements, workflows, and reporting.
  • Partner with technical teams to implement process improvements and automation.
ITIL Process Governance
  • Lead Incident, Problem, Change, Request, and Knowledge Management practices.
  • Ensure compliance with ITIL standards and organizational policies.
  • Facilitate CAB meetings and change review processes.
  • Drive root cause analysis and continual service improvement initiatives.
SLA & Performance Management
  • Develop and monitor service level agreements and operational KPIs.
  • Produce executive dashboards and service reporting.
  • Analyze trends and identify opportunities to improve service quality and efficiency.
  • Ensure service commitments are consistently achieved.
Service Delivery Governance
  • Provide oversight of corporate L2 support and service delivery activities.
  • Partner with infrastructure, applications, security, and business teams to improve service outcomes.
  • Manage vendor performance and support relationships when applicable.
QualificationsRequired
  • Bachelor's degree in Information Technology, Business, or related field.
  • 5+ years of IT Service Management and/or Service Desk leadership experience.
  • Strong hands-on experience with ServiceNow or a comparable ITSM platform.
  • Deep knowledge of ITIL practices and service management frameworks.
  • Experience managing SLAs, KPIs, and executive reporting.
Preferred
  • ITIL Foundation, ITIL Managing Professional, or equivalent certification.
  • ServiceNow Administrator or Implementation certification.
  • Experience supporting enterprise environments with multiple locations.
  • Experience leading service improvement and operational transformation initiatives.
Skills

ITIL,IT Service Management,Service Desk Management

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