ITSM & ServiceNow Manager (New York)

A leading New York City Education Organization is seeking an experienced ITSM & ServiceNow Manager to own and mature their ServiceNow platform, lead IT Service Management (ITSM) excellence, and manage the Helpdesk function. ***This is a long-term contract opportunity with a potential to convert to a permanent role, with an in-office requirement three days per week in Downtown Manhattan*** Responsibilities: Own the ServiceNow platform, including ITSM and HRSD modules, ensuring configuration quality, roadmap execution, and ongoing optimization. Lead remediation of existing ServiceNow issues such as workflow defects, data inconsistencies, SLA logic, and catalog or knowledge base maintenance. Manage environment strategy (DEV/UAT/PROD), release management, testing cycles, and go/no-go decisions. Define and enforce platform governance, including intake processes, standards, documentation, data quality, privacy, and change approvals. Partner with Systems, Networking, Security, and HR teams to implement and maintain integrations (e.g., Okta, Google Workspace, endpoint management, HRIS, identity lifecycle, monitoring tools). Maintain dashboards, KPIs, audit trails, and SLA reporting for Technology leadership and cross-functional stakeholders. Own and mature ITSM processes including Incident, Request, Problem, Change, and Knowledge Management. Establish, refine, and enforce SLAs, OLAs, routing rules, escalation models, and operational runbooks. Lead, coach, and develop the Helpdesk team to ensure consistent, high-quality support across schools and central offices Oversee ticket queues, workload balancing, ticket quality, and aging to maintain operational excellence Implement proactive support practices, including problem management, trend analysis, and targeted agent training Qualifications: 3+ years of experience managing a Helpdesk or IT support organization at scale (multi-site, 1,000+ users). 3+ years of hands-on ServiceNow experience, including ITSM Bachelor's Degree in Information Systems, Computer Science, or equivalent professional experience. Strong understanding of ITIL v4 and ITSM best practices Demonstrated success implementing or maturing ITSM processes in a complex organization Experience managing and improving service portals and knowledge bases Strong analytical skills with the ability to interpret data, identify trends, and drive process improvements Excellent communication and stakeholder management skills across both technical and non-technical audiences

Desired Skills: Hands-on technical leadership style with deep comfort configuring ServiceNow, troubleshooting issues, analyzing data, and working directly with tickets and ITSM workflows Experience with HRSD, ITOM, or ITAM Experience supporting a Mac/iOS-heavy environment

Desired Skills and Experience

ITSM, HRSD, ServiceNow Project Manager, ITOM, ITAM, ITIL