Supervisor, IT Service Management

2 weeks ago
# of Openings Remaining
Information Systems
Regular Full-Time




Supervisor, IT Service Management  is the lead and the single point of contact for all IT service management (ITSM) for Gift of Hope. This position will champion and own the incident and request management process within the organization. This individual will work closely with the Manager of Infrastructure and Operations in delivering  and encompassing end to end service level agreed upon service to the organization in fulfillment of our mission to save and enhance the lives of as many people as possible through organ and tissue donation.


The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation:

  • Support Gift of Hope’s mission, vision, and values; adhere to its policies and procedures in carrying out the responsibilities of this position
  • Supervise assigned staff including selection, scheduling, work assignments, training and development, counseling, performance evaluation, recognition, promotion, disciplinary action, and termination
  • Working with Infrastructure and Operations Manager and team to create and maintain a business continuity and disaster recovery plan.
  • Supervise the team and/or consultants for acquiring, deployment, maintenance, support and full life cycle of end-user personal computers, mobile devices, hardware, software, operating systems, audio-visual systems, and distributed printers with any consumables and peripherals.
  • Owns the ITIL Service Operations role with incident management leading the ITSM team for 1st and 2nd level support.
  • Serve as part of on-call duty rotation, sharing 24/7 call with other ITS resource staff
  • Assist in the evaluation new technical developments and propose new end user products or services; suggest changes to existing products or services based on user need, relevance to long-range plans, and budgetary considerations
  • Be part of the Change Advisory Board for change management
  • Assists in providing end-user training in all Gift of Hope-standard software through in-house training, outside training, manuals, or on-screen tutorials
  • Assist in support of the Gift of Hope Infrastructure (Server and Network) as needed
  • Lead and insure that we have support to our end-user community 7 AM to 6 PM Monday through Friday.
  • Other duties as assigned


Education and Training Required


Minimum education and training required to perform the essential functions of the job:

  • Bachelor’s degree in computer science, IT, engineering, mathematics, or related field, or equivalent work experience
  • Have ITIL Foundation certification or equivalent experience, and if not, be able acquire within 6 months of hire.


Experience and Skills Required/Preferred


           Five years’ work experience providing end-user hardware and software support

  • Two years’ experience working in a mid-sized or large environment (200 + end points)
  • In Depth experience in the use and support Microsoft end-user technologies
  • Understand and Troubleshoot TCP/IP networking between devices
  • Experience in Microsoft Hyper-V virtualization and support of Windows Servers
  • Experience in deploying new hardware and software
  • Experience with Microsoft System Center Suite
  • Experience with ITSM systems like ServiceNow
  • Experience in ITIL processes involving change and incident management
  • Ability to communicate effectively with all levels of staff
  • Ability to lead, coach, and develop staff
  • Has experience in budgetary duties in a support team
  • Ability to lift and move 50 lbs.
  • Manual dexterity and visual acuity to diagnose and repair equipment problems
  • Ability to work outside normal business hours on nights and weekends
  • Ability to travel to other office locations to perform job functions
  • Ability to use company-provided mobile device and personal cell phone to be contacted outside regular business hours
  • Normal office environment
  • Work evenings and weekends
  • Work a rotating 24-hour call schedule for approximately 7 days in a 6-week period
  • Carry a mobile device and cell phone to be accessible outside regular working hours


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed