What's Happening?
CBIZ Talent Solutions is actively recruiting for a Manager, IT Service Management & Technology Support. This hybrid position, based in Audubon, PA, will report directly to the Chief Information Officer. The successful candidate will be responsible for overseeing
the company's IT Service Desk operations and spearheading the development and continuous improvement of IT Service Management (ITSM) practices. Key responsibilities include leading technology support teams, enhancing service delivery, and establishing scalable ITIL-aligned processes to support organizational objectives. The role also involves leading, mentoring, and developing the IT Support team, fostering a customer-focused service culture, and overseeing Service Desk operations to ensure consistent achievement of established Service Level Agreements (SLAs) for service levels, ticket management, response times, and resolution metrics. Furthermore, the manager will be tasked with developing and maturing ITSM processes, including Incident, Problem, Request, Change, Knowledge, and Major Incident Management. The position requires analyzing service trends, identifying recurring issues, and implementing continuous improvement initiatives and long-term solutions, as well as creating and presenting operational dashboards, performance metrics, and improvement recommendations to IT leadership.
Why It's Important?
This recruitment signifies CBIZ Talent Solutions' commitment to strengthening its internal IT infrastructure and service delivery capabilities. By investing in a leadership role focused on IT Service Management, the company aims to enhance operational efficiency, improve customer satisfaction for internal stakeholders, and ensure robust technological support across its operations. The emphasis on ITIL practices indicates a strategic move towards standardized, best-practice approaches in IT service delivery, which can lead to more reliable systems, reduced downtime, and more efficient problem resolution. For the broader technology job market in the Philadelphia metropolitan area, this opening represents a significant opportunity for experienced IT professionals seeking leadership roles in a hybrid work environment. The salary range of $110,000 - $140,000 annually reflects the demand for skilled IT management and the value placed on effective IT service delivery within professional services firms. This investment in IT leadership can also contribute to CBIZ's overall competitiveness by ensuring that its technology infrastructure effectively supports its business objectives and client services.
What's Next?
CBIZ Talent Solutions will proceed with the candidate selection process, evaluating applicants based on their qualifications, including a Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent experience. Candidates will need a minimum of 5 years of IT support and/or IT Service Management experience, with 2-5 years in a technical support team leadership or management role. Strong knowledge of ITIL practices, Microsoft Windows, Microsoft 365, mobile device management, and ITSM platforms will be crucial. The company will likely conduct interviews to assess leadership, communication, analytical, and problem-solving skills. Once a suitable candidate is selected, the new manager will be tasked with immediately taking charge of the IT Service Desk operations and initiating the development and refinement of ITSM processes. Their initial focus will likely be on assessing current service levels, identifying areas for improvement, and implementing strategies to enhance the overall efficiency and effectiveness of IT support within CBIZ Talent Solutions.
Beyond the Headlines
The creation of this role underscores a broader trend in professional services firms: the increasing recognition of IT as a strategic asset rather than merely a support function. As businesses become more reliant on technology for daily operations, client interactions, and data management, the need for sophisticated IT service management becomes paramount. This position reflects a proactive approach by CBIZ Talent Solutions to ensure its technological backbone is robust, efficient, and aligned with business goals. The hybrid work model also highlights the evolving nature of corporate work environments, offering flexibility while maintaining a physical presence for collaboration and oversight. Furthermore, the emphasis on ITIL practices suggests a commitment to industry standards that can lead to greater predictability, control, and quality in IT services, ultimately impacting the firm's ability to deliver its core professional services effectively and securely. This strategic investment in IT leadership can also serve as a model for other middle-market businesses looking to optimize their technology operations.
