A leading New York City Education Organization is seeking an experienced ITSM & ServiceNow Manager to own and mature their ServiceNow platform, lead IT Service Management (ITSM) excellence, and manage the Helpdesk function.
***This is a long-term contract opportunity with a potential to convert to a permanent role, with an in-office requirement three days per week in Downtown Manhattan***
Responsibilities:
- Own the ServiceNow platform, including ITSM and HRSD modules, ensuring configuration quality, roadmap execution, and ongoing optimization.
- Lead remediation of existing ServiceNow issues such as workflow defects, data inconsistencies, SLA logic, and catalog or knowledge base maintenance.
- Manage environment strategy (DEV/UAT/PROD), release management, testing cycles, and go/no-go decisions.
- Define and enforce platform governance, including intake processes, standards, documentation, data quality, privacy, and change approvals.
- Partner with Systems, Networking, Security, and HR teams to implement and maintain integrations (e.g., Okta, Google Workspace, endpoint management, HRIS, identity lifecycle, monitoring tools).
- Maintain dashboards, KPIs, audit trails, and SLA reporting for Technology leadership and cross-functional stakeholders.
- Own and mature ITSM processes including Incident, Request, Problem, Change, and Knowledge Management.
- Establish, refine, and enforce SLAs, OLAs, routing rules, escalation models, and operational runbooks.
- Lead, coach, and develop the Helpdesk team to ensure consistent, high-quality support across schools and central offices
- Oversee ticket queues, workload balancing, ticket quality, and aging to maintain operational excellence
- Implement proactive support practices, including problem management, trend analysis, and targeted agent training
Qualifications:
- 3+ years of experience managing a Helpdesk or IT support organization at scale (multi-site, 1,000+ users).
- 3+ years of hands-on ServiceNow experience, including ITSM
- Bachelor’s Degree in Information Systems, Computer Science, or equivalent professional experience.
- Strong understanding of ITIL v4 and ITSM best practices
- Demonstrated success implementing or maturing ITSM processes in a complex organization
- Experience managing and improving service portals and knowledge bases
- Strong analytical skills with the ability to interpret data, identify trends, and drive process improvements
- Excellent communication and stakeholder management skills across both technical and non-technical audiences
Desired Skills:
- Hands-on technical leadership style with deep comfort configuring ServiceNow, troubleshooting issues, analyzing data, and working directly with tickets and ITSM workflows
- Experience with HRSD, ITOM, or ITAM
- Experience supporting a Mac/iOS-heavy environment
