Description We are offering an exciting opportunity for an IT Service Manager in Cleveland, Ohio. This role is primarily focused on overseeing the delivery of high-quality IT services, guaranteeing customer satisfaction, and managing a team of IT professionals. The position is located in a dynamic and fast-paced industry that demands excellent communication and leadership skills. Responsibilities: • Oversee the delivery of IT services to ensure high-quality performance and customer satisfaction. • Manage a team of IT professionals, providing guidance and support to enhance their performance. • Implement ITIL processes and IT infrastructure library to enhance service delivery. • Maintain and monitor service level agreements to ensure they align with company standards and customer expectations. • Utilize excellent communication skills to interact with clients, understand their requirements, and provide appropriate solutions. • Apply strategic thinking to improve IT services and contribute to the company's overall strategy. • Ensure all IT services are compliant with industry standards and company policies. • Resolve customer inquiries promptly and professionally to maintain high customer satisfaction. • Monitor customer accounts and take appropriate action when necessary. Requirements • Must have a minimum of 5 years of experience in an IT Service Management role • Proven ability to communicate effectively with both technical and non-technical stakeholders • Extensive knowledge and practical application of ITIL processes • Certification in ITIL - IT Infrastructure Library is required • Experience in setting up, monitoring and maintaining Service Level Agreements • Demonstrated ability to lead and manage IT service delivery to meet organizational objectives • Proven problem-solving skills and the ability to work under pressure • A strong understanding of IT infrastructure and its impact on business processes • Ability to manage and prioritize multiple tasks and projects • Excellent leadership skills and the ability to work well within a team. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .