IT Service Manager II

Last Updated:
June 29, 2023

Job Description Overview

An IT Service Manager II is an expert in the Information Technology industry responsible for ensuring smooth operations and quality service delivery. They manage IT services, including the design, implementation, and monitoring of ITIL frameworks, manage teams of service desk and support specialists, and work with customers to address technology issues. In this high-level role, they plan, direct, and coordinate the implementation and execution of IT services, manage service level agreements (SLAs), and create reports for senior managers. They devise and implement strategies, develop policies and procedures, and offer problem-solving solutions, communicating proactively with the team and stakeholders. An IT Service Manager II is expected to have in-depth knowledge of IT service management practices and experience in managing teams in a fast-paced environment. They should also have ITIL certification, excellent organizational, analytical, and communication skills, and be able to work under pressure.  So if you are looking for an exciting and dynamic career, IT Service Manager II job description could be just what you need!

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Job Duties and Responsibilities

  • Coordinate IT service delivery to ensure it meets business needs and expectations
  • Manage service level agreements and ensure compliance with security policies and regulations
  • Develop and maintain relationships with key stakeholders for effective communication and collaboration
  • Monitor and analyze performance metrics to identify areas for improvement and develop action plans
  • Provide technical guidance and mentorship to team members to enhance their skills and abilities
  • Manage escalations and incidents to ensure timely resolution and minimize impact to end-users
  • Develop and implement ITIL-based processes and procedures to improve service quality and efficiency
  • Participate in budget planning and resource allocation to achieve cost-effective service delivery
  • Stay current with industry trends and emerging technologies to evaluate and recommend new solutions.

Experience and Education Requirements

To become an IT Service Manager II, you need a bachelor's degree in a computer-related field, such as computer science, information technology or engineering. You would also need at least five years of experience working in IT, with a focus on service management.

During your experience, you should have gained knowledge in ITIL (Information Technology Infrastructure Library) methodologies, project management, and leadership skills. It's important to have experience managing IT teams and vendors, as well as establishing and maintaining relationships with clients.

Additionally, you should have strong communication and analytical skills, as you'll be responsible for leading teams and monitoring service delivery. A certification in ITIL or Project Management Professional (PMP) is also viewed as a plus.

Salary Range

An IT Service Manager II in the United States can expect a salary range of $85,000-$125,000 per year, according to Glassdoor. This includes bonuses, profit sharing, and commission. PayScale has a slightly wider range of $71,000-$135,000 per year. In other countries, such as Canada and Australia, the salary range is similar, with average salaries ranging from CAD $67,000 to $118,000, and AUD $96,000 to $130,000, respectively. Factors that can affect salary include experience, education, and location.



Career Outlook

If you're interested in working as an IT Service Manager II in the Information Technology industry, you're in luck! The demand for professionals with this skillset is high and projected to continue growing over the next five years. According to the Bureau of Labor Statistics, employment in computer and information technology management is expected to grow 10% from 2019 to 2029. This growth is due to the increasing reliance on technology and the need for businesses to stay current with their technology infrastructure. This job typically requires a bachelor's degree and several years of experience in the industry, but the career opportunities and earning potential are excellent. So, if you're tech-savvy, enjoy managing projects, and are ready to take your career to the next level, becoming an IT Service Manager II is a great option.

Frequently Asked Questions (FAQ)

Q: What is an IT Service Manager II?

A: An IT Service Manager II is an experienced professional who is responsible for designing, implementing, and managing technology services within an organization.

Q: What are the job responsibilities of an IT Service Manager II?

A: Their job is to ensure that technology services are delivered effectively, efficiently, and securely. They are responsible for managing service operations, incident management, change management, problem management, and service level agreements.

Q: What skills are required for an IT Service Manager II?

A: Some of the essential skills required for this job include strong communication and leadership abilities, technical knowledge, problem-solving and critical thinking skills, and project management experience.

Q: What qualifications does an IT Service Manager II need?

A: Typically, employers will require a bachelor's degree in information technology or a related field, along with relevant work experience. Certifications like ITIL, PMP, and Six Sigma are also highly valued.

Q: What kind of salary can an IT Service Manager II expect to make?

A: According to salary data from Glassdoor, an IT Service Manager II can expect to earn a median salary of around $95,000 per year. However, this can vary depending on factors like employer, location, and years of experience.

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