Professional Resume Template for
IT Service Manager
Julian P. Sterling
Charlotte, NC
(704) 555-0134
julian.sterling@email.com
linkedin.com/in/julian-sterling | github.com/juliansterling | juliansterling.me
Professional Summary
Methodical IT Service Manager with 6 years of experience overseeing IT service delivery, support operations, and ITSM processes. Proven track record of optimizing Incident, Problem, and Change Management frameworks to improve service desk efficiency. Successfully reduced average incident resolution times (MTTR) by 28% and elevated customer satisfaction (CSAT) scores from 84% to 96.5% using ServiceNow and ITIL v4 best practices. Skilled in managing departmental budgets up to $450,000, negotiating service level agreements, and leading cross-functional support teams.
Work Experience
IT Service Manager — Sterling Tech Logistics
Charlotte, NC | January 2024 – Present
- Led an IT service desk team of 8 technicians supporting 1,500+ internal users, reducing the average response time for critical incidents by 34% within 12 months.
- Standardized incident and problem management processes in ServiceNow using ITIL v4 frameworks, decreasing mean time to resolution (MTTR) by 28% across all departments.
- Managed a departmental operational budget of $450,000, renegotiating vendor SLAs and service contracts to save $65,000 in annual licensing and support overhead.
- Designed and implemented weekly CSAT feedback loops, raising the overall customer satisfaction score from 84% to 96.5% for end-user IT support operations.
Associate IT Service Manager — Ascent Health Group
Charlotte, NC | July 2020 – December 2023
- Supervised daily service operations and queue management for 3 enterprise client accounts, maintaining SLA compliance of 99.8% against a target of 98.5%.
- Coordinated change management review meetings (CAB) for 14 system releases, reducing unplanned downtime by 42% through structured risk assessment methodologies.
- Authored 50+ knowledge base articles for self-service portals, which deflected 22% of inbound support requests and saved the service desk 85 hours monthly.
- Coached and onboarded 5 junior service desk analysts, reducing average team member ramp-up time from 6 weeks to 3.5 weeks using structured training paths.
Education
Bachelor of Science in Computer Information Systems
University of North Carolina at Charlotte · Charlotte, NC · 2020
Skills
IT Service Management (ITSM), ITIL v4 Framework, Incident Management, Problem Management, Change Management, Service Level Agreements (SLA), ServiceNow, Jira Service Management, Confluence, Microsoft Teams, CSAT Optimization, Vendor Management, Team Leadership, Budget Management, SQL, PowerBI
Projects
ServiceDesk Migration to ServiceNow
Role: Lead IT Service Manager
Tools: ServiceNow, Jira, Confluence, Microsoft Teams
Directed the transition of the legacy ticketing tool to ServiceNow for 1,500 internal users, reducing overall incident ticketing overhead by 22%.
SLA Standardization & Compliance
Role: IT Service Manager
Tools: Jira Service Management, ServiceNow, Excel, PowerBI
Redesigned service level agreements for 3 critical enterprise vendor partners, increasing compliance rates to 99.8% and reducing contract costs by $35,000 annually.
Certifications
- ITIL 4 Managing Professional (2022)
- Certified Help Desk Manager (HDI-HDM) (2021)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Technical support advisor for regional non-profit organizations (2022-present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
IT Service Manager
Job Market Insights
$82,500
-
$129,000
Avg:
$104,000
Growth Outlook:
The employment of Computer and Information Systems Managers, which includes IT Service Managers, is projected to grow 15% from 2024 to 2034, much faster than the average for all occupations. In the United States, this growth translates to approximately 55,600 annual job openings. This robust demand is driven by the escalating complexity of enterprise IT infrastructures and the critical need for structured service delivery frameworks like ITIL and ServiceNow to maintain operational continuity, security compliance, and high user satisfaction.
15% growth from 2024 to 2034 (BLS)
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