Manager, IT Services Management

Be the one who makes a difference!

At Vertex Education we are a team of high achievers, courageous leaders, and passionate believers in changing lives through education. As a purpose-led education services provider, our mission is destined to benefit many and yet it starts with just one person inspired to work together with us to make a memorable and meaningful difference for our clients, schools, students, and communities. Be the one who makes a difference—with us.

Job Summary:

At Vertex Education, we change lives through education— as the Manager of IT Service Management, you’ll make a positive impact at schools by ensuring exceptional IT service standards that deliver great experiences and enhance system reliability and operational excellence, ultimately enabling academic success.

Customer-Centric Service Delivery

• Develop and execute an IT service strategy that eliminates barriers, making processes easy for teachers, students, and administrators.
• Establish a clear, proactive, standard communications guide to inform customers about IT changes, incidents, and improvements.
• Improve IT service workflows, including escalation paths, self-service tools, and ticketing system automation, to eliminate bottlenecks.
• Champion a customer-focused approach, creating alignment with IT services and school leader priorities.

Lead with Operational Excellence

• Apply continuous improvements and root-cause problem-solving techniques to enhance service reliability and efficiency.
• Use the SLA resolution data to identify trends and drive targeted improvements.
• Enhance criteria for quality assurance to validate and improve IT process adherence.
• Sustain improvements through structured controls and monitoring to ensure process integrity.

Proactive Problem, Incident, and Change Management

• Lead root-cause problem-solving sessions to eliminate recurring IT issues and mitigate risks.
• Establish a structured and standardized Change Management framework to ensure smooth, well-coordinated IT changes, incident responses, and debriefs.
• Design and deliver targeted cybersecurity compliance training to minimize human-related risks while managing vulnerability assessments and remediating major threats.
• Develop and lead IT training to equip teams with the best practices for service excellence, troubleshooting efficiency, and customer support.

Effective Knowledge & Governance

• Develop and maintain an IT Knowledge Management Strategy to ensure IT expertise is regularly captured, organized, and easily accessible for self-service and AI-driven support.
• Enhance IT documentation quality and accessibility with clearly structured SOPs and policies that are updated and integrated into the Knowledge base.
• Champion adoption of AI-powered agents to automate responses to common IT issues, reducing support requests and improving resolution efficiency.
• Participate as a key stakeholder in high-impact technology projects—including asset refreshes, software changes, and system optimizations—to ensure meticulous planning and seamless execution with minimal disruption.

Qualifications & Competencies:

Education & Experience

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 5 years of experience in IT service management, IT operations, or continuous improvement.
• Strong track record in leading IT teams, managing service delivery, and implementing process improvements.
• Preferred experience with Zendesk, Maven and Tableau.

Skills & Attributes

• Process optimizer who thrives on making IT services more efficient and scalable.
• Proactive problem-solver who can identify inefficiencies and drive permanent fixes.
• Strategic thinker who can translate IT capabilities into business value.
• Strong communicator who can bridge technical teams and business priorities.
• Knowledge of best practices in IT service delivery, incident management, and process improvement methodologies (e.g., ITIL, Lean, DMAIC).

Be excited to be a part of our team and grow your career with us!​

Be the one who enables us to positively impact over 258,000 students across multiple states while driving our growth forward so we can enrich even more lives. Be the one who helps us achieve excellence for over 226 schools that we support with academics, finance, technology, human resources, communications, marketing, facilities, construction, and food services. Be the one who is a diverse thinker, a team player, a smart risk taker, an innovator, and a difference maker by encouraging others to climb higher and reach farther to further education.

• Be yourself surrounded by wonderful people who care about you, value your unique skills, and lift you up.
• Be supported in your work by caring leaders and team members who want you to succeed.
• Be empowered to make a difference and climb higher and reach farther to change lives through education.
• Be well in all aspects of your life from your physical, mental, and emotional wellbeing to your finances.
• Enjoy industry-leading pay, rewards, referral bonuses, with unlimited flexible paid time-off for performance.
• Be able to care for your health and your family with comprehensive medical, dental and vision benefits and invest in your future with 401(k) plans with a 6% employer match on your contributions.
• Enhance your growth and development with mentoring and money to take training classes.
• Thrive in a welcoming, supportive, and inclusive environment where we treat others with fairness and respect, celebrate diversity, and elevate equality and inclusion as an equal opportunity employer.

Be the one who makes a difference!

With an innovative mind, a hungry heart, and engaging spirit you can change lives through education. Be a part of Vertex Education and let’s make a difference together. Apply Today!