Job Title: ITSM Manager
Start Date: January 5
Duration: 3-6month Contract to Hire
Daily Working Hours: Full-Time
Travel: Approximately 20% onsite (80% remote)
*No 3rd Parties Please*
Work authorization: Must be eligible to work in the U.S. without company sponsorship.
Project Scope
We are seeking an experienced ITSM Manager to support a healthcare organization based in Pennsylvania. This role will oversee enterprise IT Service Management (ITSM) processes, tools, and teams, ensuring alignment with industry best practices (ITIL) while delivering reliable, high-quality IT services across the organization.
Position Summary
The ITSM Manager is responsible for leading and optimizing IT service management processes including incident, problem, change, and asset management. This role ensures effective service delivery, operational continuity, and continuous improvement while serving as a key partner to business and IT stakeholders. The ideal candidate brings deep ITSM expertise, strong leadership skills, and a service-oriented mindset.
Key Responsibilities
• Lead and manage ITSM processes including incident management, problem management, root cause analysis, change management, knowledge management, and asset management.
• Oversee day-to-day performance of IT service teams, ensuring timely resolution of incidents and service requests.
• Develop, implement, and maintain ITSM policies, procedures, and governance aligned with ITIL and industry best practices.
• Lead implementation, optimization, and integration of ITSM tools and technologies, driving automation and efficiency.
• Monitor, analyze, and report on key service metrics and KPIs; identify trends and improvement opportunities.
• Collaborate with business and IT stakeholders to understand service needs and deliver effective IT solutions.
• Manage, coach, and mentor ITSM analysts; conduct performance evaluations and support professional development.
• Proactively identify and mitigate IT service risks, supporting security, business continuity, and system reliability.
• Stay current with ITSM trends, frameworks, and best practices to continuously enhance service delivery.
Qualifications
• Bachelor’s degree required (Information Technology or related field preferred).
• Minimum of 5 years of experience in IT Service Management required.
• Strong expertise in ITSM frameworks (ITIL), SDLC, change management, asset management, data classification, and business continuity.
• Experience working in a healthcare environment preferred.
• ITIL 4 Foundation or comparable ITSM certification preferred.
• Proven ability to lead teams, manage stakeholders, and deliver exceptional customer service.
• Strong analytical, communication, and organizational skills.
• Ability to work primarily remote with periodic onsite presence in Pennsylvania.
Travel Requirements
• Approximately 20% onsite travel required.
• Must be able to travel onsite as needed to support team collaboration, planning, and critical service activities.
When working with Quoris in a permanent role, you are eligible for competitive benefits including Health, Dental, Vision, 401k, and a great culture/working environment.
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