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IT Service Manager – Intermediate Professional (PSU2450)

Additional Levels

Additional levels that exist for this job profile can be seen below.

Job Strings

The defined natural career progression within or between job profiles.

IT Service Management



Job Summary

IT Service Managers develop, maintain, and support IT service performance management processes for enterprise level services; analyze, review and measure service level performance against agreed upon service level agreements (SLAs); establish, implement, and enforce standards, procedures, and service levels; collaborate in defining the proper metrics and key performance indicators (KPIs) in evaluating service delivery quality and performance levels; evaluate and define strategies for improving processes and procedures; develop and implement changes and improvements. Note: IT Service Managers spend the majority of their effort overseeing enterprise level services, as opposed to managing a smaller scale service as part of an IT Administrator role.

Representative Duties

  • Ensure high availability and performance of enterprise level services aimed at improving value and efficiency, reducing risk, and increasing customer satisfaction
  • Collaborate in the planning and management of operational support for services, including identifying business requirements, project planning and organizing, negotiating allocation of resources, and defining and communicating service milestones and service level agreements
  • Work with stakeholders to develop and communicate service roadmaps
  • Manage evaluate, plan, and implement integrations with current and future enterprise systems
  • Collaborate with organizational stakeholders to develop performance standards and KPIs in support of established SLAs
  • Measure service performance and develop and implement strategies to improve process and cost effectiveness
  • Ensure diversity and accessibility are critical points of consideration in all service planning discussions
  • Manage the support request and incident ticket queues by communicating with users and allocating the appropriate resources to ensure quick resolution
  • Identify service incident/request trends and proactively create tactical plans to address potential issues
  • Coordinate and manage the evaluation, development, and implementation of future enhancements; manage vendor relationships and participate in RFPs for development work and service features
  • Develop and lead training workshops/sessions and provide other learning opportunities for service users
  • Ensure support resources such as knowledge base articles (KBA) are implemented, reviewed, and revised on a continuous basis
  • Stay abreast of developments in web technologies and how they relate to service delivery
  • May supervise staff members, including hiring, development, and performance management

Level Matrix

Level:
Intermediate Professional
Base Description:
– Completes activities, tasks, and/or projects of a functional nature.
Level Summary:
– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.
Supervisory Responsibilities:
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers
Fiscal Responsibilities:
– May validate and pay invoices
Problem Solving:
– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of larger unit goals, priorities, and related procedures in determining course of action
Independence of Action:
– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor
Communication and Collaboration:
– Communicates internally within working unit and/or the University
– May communicate with external audiences
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution
Salary Structure
  • Comp Grade – 10
  • Minimum – $61,800.00
  • MidPoint – $75,700.00
  • Maximum – $89,600.00
FLSA Exemption Status
Exempt
Minimum Education
Bachelor’s Degree
Minimum Experience
1+ years of relevant experience
Equivalency
An equivalent combination of education and experience accepted
Additional Job Requirements