IT Support Manager

Job not on LinkedIn

🔥 1 minute ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $103k - $115.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Nightingale Education Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

📚 Education

Healthcare • Consulting • Education

Nightingale Education Group is a U. S. -accredited nursing workforce developer headquartered in Salt Lake City, Utah, founded in 2010. It works to close health equity gaps by elevating education and employment systems to create a skilled, readily available nursing workforce representative of the communities they serve. Its operating divisions include Nightingale College (higher nursing education), Nightingale Innovations/EvolveU (learning resources and continuing education), and Nightingale Solutions (workforce development and employer partnerships).

📋 Description

• Lead the Learner Helpdesk and Collaborator Service Desk • Deliver reliable, responsive technology support to Learners and Collaborators • Own and mature ITSM practices aligned with ITIL, including incident, request, problem, change enablement, knowledge, and service catalog management • Define, publish, and report on SLAs and OLAs • Administer and improve the ITSM platform, including workflows, queues, automation, forms, and reporting • Manage IT Demand Management intake and route and track requests • Maintain the knowledge base and service catalog to improve self-service and first-contact resolution • Run service reviews and drive continuous improvement • Serve as escalation point and incident manager for major incidents • Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, vendors, and Information Security • Oversee after-hours critical incident procedures and security event coordination • Lead problem management, post-incident reviews, and corrective actions • Report on incident trends, MTTR, SLA attainment, and backlog health • Own hardware and software asset lifecycle, including procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement • Maintain auditable asset inventory and configuration data • Manage software licensing, renewals, and compliance • Coordinate onboarding, offboarding, and device lifecycle processes • Oversee secure data sanitization and disposal and audit evidence • Report on asset utilization, lifecycle forecasting, and costs for budget planning • Lead, coach, and develop helpdesk and service desk teams, including hiring, onboarding, performance management, and training • Manage staffing, scheduling, and extended-hours coverage • Set support quality standards and review feedback and CSAT • Manage support and asset budgets, vendor relationships, and tool spend • Build an inclusive team culture aligned with the Core 7

🎯 Requirements

• Bachelor's degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications • 5+ years of IT service desk, support, or ITSM experience • 3+ years of leadership or supervisory experience • Working knowledge of ITIL/ITSM practices • ITIL 4 Foundation or equivalent certification is preferred • Experience administering an ITSM platform and building reports and dashboards • Demonstrated incident and major incident management experience • Experience with IT asset management, including inventory, lifecycle, and licensing • Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking • Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors • Experience with budgets and vendor management is preferred • Successful completion of a background check and drug screen

🏖️ Benefits

• Travel, lodging, and other accommodations covered for New Collaborator Orientation in Salt Lake City • Positive work-life integration • Higher education or professional development opportunities • Equal opportunity employer