Manager, IT Service at Nightingale College

Manager, IT Service

The target hiring range for this position is $100,000-$112,500.

Position Summary:

The IT Service Manager (ITSM) would be responsible for the design and maintenance of Nightingale’s IT support services, shaping how we are able to provide services while ensuring they provide value to those receiving and providing these services. This position will be the primary administrator of our FreshService ITSM platform and will focus on making sure the platform allows for the effective engagement of Nightingale services for learners and collaborators. This position will also be responsible for intake and development of newly requested services, proper maintenance of existing services within the platform to ensure their quality and availability, and deprecation of services that are no longer required of the platform.

As part of the IT team, this position will be key in shaping and auditing our Configuration Management Database (CMDB). Part of maintaining an accurate CMDB will include running regular hardware and software inventories and collaborating with IT leadership and support teams to identify risks and waste within these areas. This position will have a key role in building out Nightingale’s IT Asset Management program processes to align with the implementation of the CMDB.

Role and Responsibilities:

• Develop and maintain Configuration Management Database (CMDB) via FreshService ITSM platform.
• Collaborate with leadership of support teams to ensure their services are effective, highlight areas where services are successful and where improvement is necessary.
• Thoroughly document work in ITSM tools to maintain transparency and provide necessary context for future research.
• Work with IT logistics team to maintain and assist with the IT hardware inventories and lifecycle.
• Collaborate with IT to maintain software inventory and lifecycle processes.
• Manage effective relationships with 3rd party vendors.
• Embrace and engage in training to further program expertise in order to provide ever-improving service to the organization.
• Maintain hardware and software contracts via the CMDB to ensure both Nightingale and 3rd party vendors are in good standing.
• Collaborate closely with IT Security team to identify and remediate risks to the IT environment.
• Aid in security audits and security events.
• Provide feedback on IT systems and processes to ensure Nightingale systems are serving its Collaborators effectively and providing value to the organization.
• Codify standards and processes via documentation in the ITSM platform.
• Collaborate with IT leadership to develop new policies and processes as risks and needs are identified.
• Contribute to project work as necessary, ensuring that this work is balanced with conventional tasks.

Qualifications and Education Requirements:

• Bachelors degree in technology or related subject or 6+ years of equivalent ITSM work experience.
• Experience developing and maintaining a CMDB.
• ITIL certification required (ITIL v3 or v4 preferred).
• Related IT certifications are desirable.

All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will pay for travel and lodging accommodations.

Nightingale’s commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale College is an equal opportunity employer.

Our Mission (not just words on the wall, we live it, love it, and daily contribute to it): With the primary focus on higher learning in healthcare professions, Nightingale College contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale College, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale College helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated over 3,400 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company’s foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We’re so happy that you’ve found us!