SyracuseFull TimeOperations
Remotely
automationitilpowershellrunbooksjira service managementfreshserviceivanti
Job Description
📋 Description
- Lead ongoing ITSM platform buildout (Freshservice): service catalog, ticketing workflows, SLAs
- Direct the help desk team: ticket triage, escalations, resolution quality across tiers.
- Drive automation to reduce manual work across support and operations.
- Develop and improve runbooks, SOPs, and knowledge base articles for tasks and incident response.
- Manage IT operational billing: vendor invoices, SaaS subscriptions, licensing, recurring costs.
- Recruit, mentor, and evaluate IT operations and support staff; set goals and reviews.
🎯 Requirements
- 5+ years IT ops or technical support experience
- 3–5+ years in a team lead or management role
- Hands-on ITSM platform admin (Freshservice, ServiceNow, Jira Service Management, or Ivanti)
- Experience running a help desk and managing SLAs
- Strong automation skills: workflows, integrations/APIs, scripting (PowerShell)
- ITIL or similar IT service management frameworks knowledge
🎁 Benefits
- Comprehensive health and wellness coverage
- Employee discounts and resources for legal/financial/childcare needs
- Company-provided protection benefits
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