ITSM Manager/UKHC

Job Title
ITSM Manager/UKHC

Requisition Number
RE53749

Working Title
Manager, ITSM

Department Name
H3997:EVPHA Information Technology

Work Location
Lexington,KY

Grade Level
14

Salary Range
$81,328-156,062/year

Type of Position
Staff

Position Time Status
Full-Time

Required Education

BA

Click here for more information about equivalencies:
https://hr.uky.edu/employment/working-uk/equivalencies

Required Related Experience

7 yrs

Required License/Registration/Certification

None

Physical Requirements

The physical requirements of this position include: communicating effectively; building positive working relationships with individuals from diverse backgrounds; abiding by University and UKHC guidelines; maintaining confidentiality; prioritizing and managing work effectively; providing exceptional customer service; performing work in a sedentary position; reporting to meetings at different locations both on campus on off campus; and interacting with individuals from various levels throughout the University and the Enterprise.

Shift

Monday – Friday; 8:00am – 5:00p with some holidays and weekends per business needs.

Job Summary

Responsible for managing the design, implementation and optimization of IT Service Management (ITSM) processes and tools to ensure consistent, efficient and high-quality service delivery. Provides leadership in developing ITSM frameworks aligned with ITIL principles and organizational objectives. Oversees service performance, process improvements and compliance across incident, problem, change and request management. Collaborates with IT and business leaders to enhance service reliability and user satisfaction.

Essential Functions:
• Manages daily operations and continuous improvement of ITSM processes and platforms.
• Oversees implementation and optimization of incident, problem, change and request management workflows.
• Leads service performance monitoring and reporting to ensure adherence to SLAs and KPIs.
• Collaborates with IT and business stakeholders to align ITSM practices with organizational goals.
• Develops and maintains ITSM policies, procedures and governance standards.
• Manages configuration and integration of ITSM tools to support enterprise-wide operations.
• Identifies opportunities for automation, standardization and process efficiency.
• Provides leadership, coaching and development for ITSM team members.
• Coordinates with vendors and partners to support IT service delivery and system enhancements.
• Performs other duties as assigned.

Please note: Effective 7/1/2026, this position will be titled Systems Support Analyst Senior and will report through Information Technology Services in Beyond Blue.

Skills / Knowledge / Abilities

none

Does this position have supervisory responsibilities?
No

Preferred Education/Experience

Bachelor’s Degree or higher highly preferred.

Deadline to Apply
03/30/2026

Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.

The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.