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Director, Service Management

United States - Remote

About Us 

Junior Achievement aims to inspire and prepare young people to succeed in a global economy. Junior Achievement is the world’s largest organization that gives students relevant, hands-on learning experiences that teach them to manage their money, plan for their economic future, own businesses, develop readiness for careers, college, or technical training, and make smart academic and financial choices. 

JA Worldwide, representing all Junior Achievement organizations globally, was nominated for the 2022, 2023, 2024 and 2025 for the Nobel Peace Prize. JA was nominated due to the organization’s global reach, success in delivering economic empowerment to youth at scale, and its ability to find unity in diversity. For centuries, unemployment and poverty have led to political instability, violence, and war. By economically empowering youth on all continents, JA serves as a conduit for peace. 

Director, Service Management 

IT Department 

About Us 

Junior Achievement aims to inspire and prepare young people to succeed in a global economy. Junior Achievement is the world’s largest organization that gives students relevant, hands-on learning experiences that teach them to manage their money, plan for their economic future, own businesses, develop readiness for careers, college, or technical training, and make smart academic and financial choices. 

JA Worldwide, representing all Junior Achievement organizations globally, was nominated for the 2022, 2023, 2024 and 2025 for the Nobel Peace Prize. JA was nominated due to the organization’s global reach, success in delivering economic empowerment to youth at scale, and its ability to find unity in diversity. For centuries, unemployment and poverty have led to political instability, violence, and war. By economically empowering youth on all continents, JA serves as a conduit for peace. 

Position Summary 

The Director of Service Management provides strategic and operational leadership for the Service Desk and broader IT service delivery functions. This role ensures exceptional end-user support through effective team management, continuous process improvement, service level management, and the implementation of best practices across service operations. The Director will oversee the Service Desk team, drive incident and request management, lead change management initiatives, and align service delivery with business objectives. This position serves as a key liaison between technical support teams and internal stakeholders, ensuring that IT services are reliable, scalable, and customer focused. 

​​​Essential Functions 

  • Lead, mentor, and develop the Service Desk team to deliver high-quality support services; set clear performance goals and regularly evaluate results. 
  • Foster a collaborative, high-performance team culture and create career development opportunities for service desk staff. 
  • Manage and enhance the service ticketing system including workflows, categories, escalation paths, reporting, and performance metrics. 
  • Monitor and report on service level objectives (SLOs), ticket volumes, resolution timelines, and customer satisfaction; use metrics to inform process improvements. 
  • Serve as the lead for IT change management activities, ensuring successful planning, communication, and execution of system changes and scheduled outages. 
  • Develop, maintain, and enforce help desk policies and procedures, including asset and user account management practices. 
  • Collaborate with Tier II/III teams and cross-functional stakeholders to define and refine service level targets and ensure accountability. 
  • Lead and manage service desk projects, including onboarding new technologies into the support model and improving service delivery infrastructure. 
  • Maintain up-to-date documentation, training materials, and knowledge bases to support efficient and consistent user support.  

Required Qualifications 

  • 4+ years of direct customer support experience in a technical or IT service role 
  • 2 - 3 years of experience managing or supervising a service desk or IT support team 
  • Proven ability to manage multiple projects and competing priorities while meeting deadlines 
  • Strong interpersonal, communication, and customer service skills 
  • Analytical and process-oriented mindset with problem-solving capabilities 
  • Proficiency with Microsoft Office applications (Word, Excel, Outlook, Teams, etc.) 
  • Ability to travel up to 15% 

Desired Qualifications 

  • Bachelor’s degree in Information Technology, Computer Science, or related field 
  • Experience with IT Service Management (ITSM) frameworks (e.g., ITIL) and service level management 
  • Advanced proficiency with Microsoft 365 and ticketing/reporting systems (e.g., Zendesk, ServiceNow, Jira) 
  • Experience leading change management or incident response efforts 
  • Project management skills or certification (e.g., PMP, PRINCE2, Agile) 
  • Familiarity with asset lifecycle management, identity and access management tools, and remote support technologies 

Compensation 

The salary range for this position is $72,000 to $90,000 annually, with the exact salary depending on prior work experience and the assessment of one’s fit for the role.  

US - Remote Pay Range

$72,000 - $90,000 USD

Benefits 

JA USA’s health care benefits provide coverage when needed—focusing on programs that support and encourage healthy living and your overall well-being. We offer medical, dental, vision, life insurance, long-term disability, holidays, paid time off, and 401(k). 

Our Commitment 

At JA USA, we believe that our success is directly tied to our ability to foster an environment where all individuals have access to opportunities and can thrive. We are deeply committed to creating a workplace where inclusion and belonging are not just principles but lived experiences. This commitment drives us to attract, develop, retain, and promote a workforce that mirrors the communities we serve, bringing together a wide range of perspectives, experiences, and talents. 

We embrace the unique contributions that every JA USA employee brings to our mission and encourage individuals from all backgrounds to join our team. By welcoming various voices, we continue to expand our understanding of the world, and we actively seek to elevate representation of different individual experiences and the perspectives they shape. 

We are dedicated to fostering an environment where everyone feels respected, valued, and heard—where people can be their authentic selves and know that they belong. This is how we build a workplace where every individual can succeed, and where we work together to create lasting impact for the young people and communities we serve. 

Additional Information 

JA USA does not provide sponsorship for employment visas for this position. All candidates must be legally authorized to work in the United States without the need for sponsorship, now or in the future. 

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