What are the responsibilities and job description for the Sr. IT Manager, Full-time position at IT Accel, Inc.?
Key Responsibilities
- Lead global Service Desk and Field Support delivery through MSPs, ensuring consistent coverage and service quality
- Act as the primary escalation point for major service issues, coordinating response and communication across teams
- Manage vendor performance through KPIs, service reviews, and continuous improvement initiatives
- Standardize support processes, SLAs, and operating procedures across regions and sites
- Partner with IT and business leaders to align service delivery with organizational priorities
- Oversee Incident, Problem, and Change Management processes, including major incident handling and CAB coordination
- Ensure strong adoption of ITIL-based practices and drive measurable improvements through service metrics (e.g., MTTR, change success rate)
- Maintain audit readiness and ensure adherence to compliance frameworks such as SOX, NIST 800-171, CMMC, DFARS, and ITAR/EAR
- Oversee CMDB governance, ensuring data accuracy, completeness, and usability
- Improve service mapping, dependency tracking, and impact analysis to support operational decision-making
- Collaborate with infrastructure, cloud, and application teams to enhance integration, automation, and data quality
- Bachelor’s degree in IT, Computer Science, Business, or related field (advanced degree preferred)
- 8-12 years of experience in IT operations or service delivery within a global organization
- Experience managing MSPs and driving performance outcomes
- Strong understanding of ITSM and ITOM practices, including hands-on experience with platforms such as ServiceNow
- Familiarity with working in regulated environments and supporting compliance requirements
- Experience using KPIs, dashboards, and analytics tools to improve service performance
- Strong vendor management and stakeholder communication skills
- Ability to operate effectively across global teams and complex environments
- Analytical and process-driven mindset with a focus on continuous improvement
- Leadership approach that emphasizes accountability, coaching, and user experience