IT Service Management Manager

Penn State University

University Park Campus
Campus City:
University Park, PA
Date Announced:
Date Closing:
Job Number:
Level/Salary Band:
03 – M – Exempt
Work Unit:
Applied Research Laboratory
Information Technology Services
Full/Part Time:


Typical Job Duties: The Information Technology Services Department of the Enterprise Operations Office at the Applied Research Laboratory (ARL) at The Pennsylvania State University is seeking a passionate and forward-thinking IT professional who is ready for a highly collaborative leadership role in the development, modernization, and management of our IT Service Management (ITSM) program. This position will report to, and work directly with, the Director of Computing Services to design and develop a number of ITIL processes such as asset, incident, and knowledge management. This role will also provide the specialized administration of these processes in JIRA Service Desk, and work collaboratively with our Enterprise Software team to integrate these processes across our COTS service management suite (Atlassian). As our ITSM program matures and expands, this position will directly and indirectly manage a growing team of employees. Responsibilities include: Engaging with customers to evaluate the quality of our services and lead data-driven continual process improvement efforts; championing divisional priorities of security, compliance, and service delivery; contributing to the development of divisional and departmental tactical and long-term strategic planning; leading complex tasks/projects to solve enterprise level problems; administering the JIRA Service Desk application; evaluating and implementing Atlassian supported features and integrations with third-party applications; championing modern approaches to effective ITSM within both classified and unclassified research environments; lead, manage, and develop process managers; partner with stakeholders across ARL to develop common process frameworks; and implement a best practices ITSM framework that supports secure, compliant, and effective delivery of services across the ARL enterprise. The Applied Research Laboratory (ARL) at Penn State University is committed to diversity, equity, and inclusion; we believe this is central to our success as a Department of Defense designated University Affiliated Research Center (UARC). We are at our best when we draw on the talents of all parts of society, and our greatest accomplishments are achieved when diverse perspectives are part of our workforce. Typically requires a Bachelor's degree or higher plus four years of related experience, or an equivalent combination of education and experience. Preferred experience areas include: ITSM leadership; asset management; business process automation; business process management; business process analyst; workflow management; metrics reporting; application administration of a modern ITSM system (e.g., Atlassian, ServiceNOW); and ITSM process ownership/management. Experience working in a governmental research environment is desired. The successful candidate will have exemplary interpersonal, specialized, and communication skills (both written and verbal) to collaborate with a broad range of IT professionals across ARL and other PSU organizations. Candidate selected will be subject to a government security investigation. You must be a U.S. citizen to apply. Employment with the Applied Research Laboratory will require successful completion of a pre-employment drug screen.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088