Senior Level IT Service Manager Jobs
Senior level it service manager jobs put experienced professionals in charge of service delivery strategy, cross-functional IT operations, and the teams that keep enterprise systems running at scale. Openings concentrate in Medical Devices, Technology & Software, and Biotechnology & Pharmaceuticals, with 0% remote or hybrid availability, and employers like Zones, Worldpac, and Salesforce hiring at this level now.
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The Senior IT Service Engineer is a technical contributor who owns complex Level 2 support for desktop, mobility, and device issues, and serves as a key technical resource. This role takes the lead on the most difficult tickets, supports mentoring of less experienced engineers, contributes to MDM and device management standards, and is a trusted technical voice during outages and cross-functional escalations.
ROLE AND RESPONSIBILITIES
- Own resolution of the most complex desktop and endpoint issues across Windows and Mac environments.
- Lead or support imaging, configuration, and deployment standards for PCs, laptops, and mobile devices.
- Serve as a point of escalation for desktop issues that Service Engineers and the Helpdesk are unable to resolve.
- Take a lead role in administering and troubleshooting MDM platforms - 42Gears for Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) and Intune/Addigy (or equivalent) for Windows and Mac devices.
- Contribute to device enrollment, imaging, and policy standards, and help evaluate new devices or MDM features.
- Provide advanced troubleshooting support for device fleet issues affecting multiple sites or users.
- Perform advanced network troubleshooting (Wi-Fi, VPN, connectivity diagnostics) and act as a key technical contact with the Network team during outages.
- Participate as a senior technical resource in outage response, working directly with Network, Voice, and Compute teams to identify and resolve root causes.
- Support post-incident documentation and contribute to identifying preventive measures.
- Contribute to and help maintain technical standards, SOPs, and documentation for desktop and device support.
- Support the rollout of new branch/DC systems, hardware refresh programs, and device migrations.
- Identify opportunities to improve support processes and reduce recurring issues.
BASIC QUALIFICATIONS
- 8-15 years of experience in IT support, desktop engineering, or infrastructure roles.
- Associate's degree or coursework in IT, Computer Science, or related field.
- Strong expertise in Windows OS administration and troubleshooting; solid working knowledge of MacOS.
- Strong hands-on experience supporting Active Directory, and M365 in a Level 2 capacity.
- Advanced, hands-on experience with MDM platforms including 42Gears, Intune, Addigy or equivalent.
- Strong hands-on experience with Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300), including configuration, remote management, and troubleshooting.
- Strong networking fundamentals (Wi-Fi, VPN, TCP/IP) with the ability to troubleshoot complex connectivity issues and engage credibly with Network teams.
- Experience acting as a technical escalation point across various Infrastructure teams.
- Experience leading technical work on projects.
- Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong documentation skills and experience contributing to technical standards or SOPs.
- Working knowledge of ITIL/ITSM practices is a plus.
- Relevant certifications such as Microsoft 365 Certified, ITIL Foundation, or Apple Certified Support Professional are a plus.
- Experience supporting warehouses and distribution center is desirable.
LOCATION
Location Type: On-Site
COMPENSATION
Pay Range: USD $66,000.00 - USD $88,000.00 /Yr.
INTRODUCTION
The Senior IT Service Engineer is a technical contributor who owns complex Level 2 support for desktop, mobility, and device issues, and serves as a key technical resource. This role takes the lead on the most difficult tickets, supports mentoring of less experienced engineers, contributes to MDM and device management standards, and is a trusted technical voice during outages and cross-functional escalations.
ROLE AND RESPONSIBILITIES
- Own resolution of the most complex desktop and endpoint issues across Windows and Mac environments.
- Lead or support imaging, configuration, and deployment standards for PCs, laptops, and mobile devices.
- Serve as a point of escalation for desktop issues that Service Engineers and the Helpdesk are unable to resolve.
- Take a lead role in administering and troubleshooting MDM platforms - 42Gears for Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) and Intune/Addigy (or equivalent) for Windows and Mac devices.
- Contribute to device enrollment, imaging, and policy standards, and help evaluate new devices or MDM features.
- Provide advanced troubleshooting support for device fleet issues affecting multiple sites or users.
- Perform advanced network troubleshooting (Wi-Fi, VPN, connectivity diagnostics) and act as a key technical contact with the Network team during outages.
- Participate as a senior technical resource in outage response, working directly with Network, Voice, and Compute teams to identify and resolve root causes.
- Support post-incident documentation and contribute to identifying preventive measures.
- Contribute to and help maintain technical standards, SOPs, and documentation for desktop and device support.
- Support the rollout of new branch/DC systems, hardware refresh programs, and device migrations.
- Identify opportunities to improve support processes and reduce recurring issues.
BASIC QUALIFICATIONS
- 8-15 years of experience in IT support, desktop engineering, or infrastructure roles.
- Associate's degree or coursework in IT, Computer Science, or related field.
- Strong expertise in Windows OS administration and troubleshooting; solid working knowledge of MacOS.
- Strong hands-on experience supporting Active Directory, and M365 in a Level 2 capacity.
- Advanced, hands-on experience with MDM platforms including 42Gears, Intune, Addigy or equivalent.
- Strong hands-on experience with Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300), including configuration, remote management, and troubleshooting.
- Strong networking fundamentals (Wi-Fi, VPN, TCP/IP) with the ability to troubleshoot complex connectivity issues and engage credibly with Network teams.
- Experience acting as a technical escalation point across various Infrastructure teams.
- Experience leading technical work on projects.
- Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong documentation skills and experience contributing to technical standards or SOPs.
- Working knowledge of ITIL/ITSM practices is a plus.
- Relevant certifications such as Microsoft 365 Certified, ITIL Foundation, or Apple Certified Support Professional are a plus.
- Experience supporting warehouses and distribution center is desirable.
LOCATION
Location Type: On-Site
COMPENSATION
Pay Range: USD $66,000.00 - USD $88,000.00 /Yr.
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Top Industries Hiring
- Medical Devices
- Technology & Software
- Biotechnology & Pharmaceuticals
Senior Level IT Service Manager Jobs: Frequently Asked Questions
How do I get a senior level it service manager job?
Employers at this level look for demonstrated ownership of IT service delivery frameworks, ITIL or similar process certifications, and a history of leading teams through complex transitions or incidents. What gives candidates an edge is the ability to show measurable outcomes: reduced incident resolution times, improved SLA compliance, or successful service transformation programs. Strategic communication with executive stakeholders is as important as technical depth.
Which companies hire senior level it service managers?
Companies hiring senior level it service managers right now include Zones, Worldpac, and Salesforce, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to concentrate among large enterprises, managed service providers, and organizations undergoing digital transformation that need experienced leaders to own service quality end to end.
Are there remote senior level it service manager jobs?
Yes, though availability varies by employer and industry. About 0% of senior level it service manager openings are remote or hybrid as of November 2026, reflecting the operational nature of the role. Some employers require on-site presence for incident management or executive alignment, so check each listing for specific location expectations.
What makes an it service manager role senior level?
Senior level it service manager roles are defined by scope and accountability rather than task execution. Professionals at this stage own entire service delivery functions, set operational standards, and are responsible for SLA performance across the organization. They mentor junior managers, drive process improvements aligned to business goals, and represent IT service quality in leadership conversations. The expectation is strategic ownership, not just operational coordination.
Which industries hire the most senior level it service managers?
Senior Level it service manager roles concentrate in Medical Devices, Technology & Software, and Biotechnology & Pharmaceuticals, based on current listings on Migrate Mate as of November 2026. These sectors rely heavily on complex IT environments with strict uptime and compliance requirements, creating sustained demand for experienced professionals who can lead service operations at scale.