Manager, ITSM Ticketing Platform (ITSM)

TL;DR

Manager, ITSM Ticketing Platform (ITSM): Managing and optimizing the ITSM tools team and platform for service management with an accent on strategic direction, automation, and integrations. Focus on defining execution strategies, ensuring operational governance, and translating business requirements into technical solutions for complex business objectives.

Location: Atlanta, Georgia, USA or Portland, Maine, USA. Candidates must be legally authorized to work for any employer in the United States without the need for current or future immigration sponsorship. Ability to travel, including worldwide locations.

Company

hirify.global is a leading worldwide provider of payment technology and software solutions.

What you will do

• Manage staff, including performance reviews, coaching, and development.
• Maintain application stability and growth for Operational Governance services.
• Provide overall direction and guidance to assigned project managers.
• Translate business requirements into technical implementations and operational management.
• Lead outage resolution and performance triage across all ITSM tools.
• Develop and adhere to standards for governance, compliance, and security.

Requirements

• Bachelor’s degree in Computer Science, MIS or similar field, and/or equivalent work experience.
• 3+ years experience with enterprise-class ticketing systems.
• 5+ years experience in application development or production support.
• Experience with ITSM/ITIL methodologies.
• Demonstrated leadership with experience in managing people in multiple locations.
• Strong project management skills.
• Excellent facilitation and executive communication (written & verbal) skills.
• General knowledge of Windows and Linux operating systems and technologies.

Nice to have

• Certification in ITSM/ITIL frameworks.
• Familiarity with process optimization methodologies (LEAN, Six Sigma) and project management (Agile, waterfall).

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision care, plus EAP programs.
• Paid time off and recognition programs.
• Retirement and investment options.
• Charitable gift matching programs and worldwide days of service.