Hiring: IT Service Manager Company: HuFriedyGroup Location: Northbrook, IL Job Posted Time: 2026-09-16 20:35:37 Target Skills & Keywords : Accessibility, Agile, Jira, Kanban, Project Management, Root Cause Analysis, ServiceNow, Stakeholder Management, Vendor Management About the job Experience: •7 years of experience in IT service management, including direct, hand on experience building or significantly maturing an ITSM function from a low maturity baseline Required Skills: •This is also a people leadership role: you'll manage a team of IT Service Specialists based across HuFriedyGroup's facilities, and you'll own the Routine Management KPI framework not just for ITSM, but for the broader Enterprise Technology organization. •Team Leadership & Global Consistency •Lead, coach, and develop a team of IT Service Specialists located across HuFriedyGroup's facilities, ensuring consistent coverage, quality, and accountability regardless of site. •Think and act globally: standardizing categorization, processes, and service levels across locations while remaining sensitive to local site needs and time zones. •Set clear goals, workload balance, and performance expectations for the team; build a bench of talent and growth paths as the ITSM function matures. •Build the ITSM Foundation •Design and stand up core ITSM processes from scratch — replacing the current “email-a-mailbox” model with a structured intake, categorization, prioritization, and routing framework. •Select, implement, and own an ITSM platform/tool that gives HuFriedyGroup direct visibility into ticket volume, type, and trend. Qualifications: •Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent related experience •Minimum of 7 years of experience in IT service management, including direct, hand on experience building or significantly maturing an ITSM function from a low maturity baseline •Hands-on experience selecting and implementing an ITSM/ticketing platform (e.g. ServiceNow, Jira Service Management, Freshservice or similar), including designing ticket categorization taxonomies and core workflows from scratch. •Solid functional working knowledge of IT service management frameworks such as ITIL practices and the judgment to apply them pragmatically rather than by the book. •Demonstrated experience leveraging AI, automation, or RPA to reduce manual effort within IT service delivery •Proven people management experience, ideally leading a distributed or multi-site team. •Excellent communication and stakeholder management skills, with the ability to influence outcomes and drive adoption without direct authority. •ITIL Certification (Foundation required; Intermediate or higher strongly preferred) •Certifications or demonstrated experience in automation, AI/ML, or RPA tooling •ITSM platform certification (e.g. ServiceNow) a plus Compensation: •$125,000 - $140,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!