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Itsm Program Manager Jobs in Ohio (NOW HIRING)

Motorola

Technical Service Manager

New Hampshire, OH · On-site +1

$90K - $105K/yr

Identify training needs for the technical service team and develop appropriate training programs ... Strong understanding of IT service management (ITSM) principles and frameworks. * 3+ years of ...

TEKsystems

Systems Administrator

Raymond, OH · Hybrid

$30 - $58/hr

Operations & Support * Support IT service management (ITSM) processes, including onboarding ... Benefits are subject to change and may be subject to specific elections, plan, or program terms. If ...

AllSTEM Connections

Sr. Software Analyst

Columbus, OH · On-site

$131K/yr

Operations & DevOps Support • Service Management: Execute ITSM/ITIL processes to ensure stable ... Learn more about the E-Verify program. We also consider for employment qualified applicants ...

Dean Dorton

IT Support Associate

Cincinnati, OH · On-site

$16.25 - $21/hr

Participate in internal training programs and certification pathways to enhance technical expertise ... Ticketing and IT Service Management (ITSM) systems (e.g., ConnectWise, ServiceNow) * Microsoft ...

Socket.dev

Service Desk Analyst

Columbus, OH · On-site

$26.44 - $31.25/hr

Perform incident management activities using the ITSM platform. Log, review, and update incidents ... You'll also have access to opportunities for professional growth, work-life balance, and programs ...

New

Vorys

Service Desk Analyst

Columbus, OH · On-site

$26.44 - $31.25/hr

Perform incident management activities using the ITSM platform. Log, review, and update incidents ... You'll also have access to opportunities for professional growth, work-life balance, and programs ...

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All JobsItsm Program JobsItsm Program Manager JobsItsm Program Manager Jobs in Ohio

Itsm Program Manager information

See Ohio salary details

$36.6K

$102.2K

$149.3K

How much do itsm program manager jobs pay per year?

As of Sep 10, 2026, the average yearly pay for itsm program manager in Ohio is $102,162.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,600.00 and $126,000.00 per year, depending on experience, location, and employer.

What is an ITSM Program Manager?

An ITSM Program Manager is a professional responsible for overseeing and coordinating IT Service Management (ITSM) initiatives within an organization. They ensure that IT services are aligned with the business's needs and follow best practices, such as those outlined in ITIL (Information Technology Infrastructure Library). Their role involves managing projects, guiding teams, implementing processes, and monitoring service delivery to improve efficiency and customer satisfaction. They also play a key role in change management, process optimization, and ensuring compliance with IT policies.

What are some typical challenges faced by an ITSM Program Manager, and how can they be successfully addressed?

ITSM Program Managers often encounter challenges such as aligning diverse stakeholder expectations, ensuring consistent process adoption across departments, and managing change resistance during IT service management implementations. Successfully addressing these challenges involves proactive communication, fostering collaboration between IT and business units, and cultivating a culture of continuous improvement. Leveraging industry frameworks like ITIL and using metrics to demonstrate value can also help gain buy-in and drive program success.

What are the key skills and qualifications needed to thrive as an ITSM Program Manager, and why are they important?

To thrive as an ITSM Program Manager, you need deep knowledge of IT service management frameworks (such as ITIL), strong project management skills, and experience leading cross-functional teams, often supported by a bachelor's degree in a related field. Familiarity with ITSM tools like ServiceNow, BMC Remedy, and certifications such as ITIL or PMP are typically required. Exceptional communication, leadership, and problem-solving abilities help build consensus and drive process improvements. These skills ensure efficient service delivery, stakeholder satisfaction, and alignment of IT services with business goals.

What is the difference between Itsm Program Manager vs Itsm Service Delivery Lead?

AspectItsm Program ManagerItsm Service Delivery Lead
CertificationsITIL, PMP, or similar project management certificationsITIL, Service Management certifications
Work EnvironmentOversees multiple projects and programs across IT servicesFocuses on day-to-day service delivery and client satisfaction
ResponsibilitiesStrategic planning, program coordination, stakeholder managementOperational management, incident resolution, service improvement

The Itsm Program Manager primarily handles strategic program oversight and coordination of multiple ITSM projects, while the Itsm Service Delivery Lead focuses on managing daily IT service delivery and ensuring client satisfaction. Both roles require ITIL knowledge and certifications but differ in scope and focus.

What cities in Ohio are hiring for Itsm Program Manager jobs?

Cities in Ohio with the most Itsm Program Manager job openings:

Itsm Program Manager jobs near you

IT Service Desk Supervisor

Akron, OH

Babcock & Wilcox
Clean Energy Power Generation • 5 - 10K employees
Learn more about Babcock & Wilcoxexternal

Full-time

Re-posted 23 days ago

Babcock & Wilcox rating

8.7

Company rating: 8.7 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

Job description

The Service Desk Supervisor will oversee the daily operations of the IT Service Desk team, ensuring efficient handling of incidents and service requests while delivering exceptional customer support. This role is designed for a high-potential leader who will be mentored and developed for future promotion to Service Desk Manager. The ideal candidate demonstrates strong leadership qualities, technical expertise, and a passion for continuous improvement.

  Team Leadership & Development

  • Provide coaching, feedback, and training to team members.
  • Act as a role model for leadership and customer service excellence.

  Operational Oversight

  • Monitor ticket queues, prioritize workloads, and ensure timely resolution of incidents and requests.
  • Assist in managing escalations and communicate effectively with stakeholders.
  • Maintain accurate documentation and knowledge base articles.

  Process Improvement

  • Identify opportunities to streamline workflows and improve service delivery.
  • Participate in ITIL-based process implementation and optimization.
  • Support initiatives for automation and self-service capabilities.

  Metrics & Reporting

  • Track and report on SLAs, KPIs, and team performance.
  • Provide insights and recommendations to the Senior Service Desk Manager.

  Leadership Development

  • Engage in mentorship and leadership training programs.
  • Participate in strategic planning discussions and shadow managerial responsibilities.
  • Prepare for future transition into a Service Desk Manager role.

This position is part of a structured career development plan. The Service Desk Supervisor will receive mentorship from senior leadership, exposure to managerial responsibilities, and targeted training to prepare for promotion to Service Desk Manager within 18-24 months, based on performance and organizational needs.

         Education: Associate or Bachelor's degree in IT or related field (or equivalent experience).

         Experience:

         3 years in IT support roles, with at least 1 year in a supervisory or lead position.

         Certifications: ITIL Foundation (preferred).  

         Strong communication and interpersonal skills.

         Ability to lead and motivate a team.

         Familiarity with ITSM tools and service desk operations.

         Problem-solving and analytical mindset.

         Strategic thinking and decision-making.

         Customer-centric approach.

         Ability to manage multiple priorities in a fast-paced environment.

         Continuous improvement mindset.

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