---
title: 'Manager, IT Support and Service at Nightingale Education Group'
canonical: 'https://feeny.ai/job/manager-it-support-and-service-nightingale-education-group-salt-lake-city-2zj6yyxvsnd3'
type: 'job'
last_seen: '2026-10-31'
---

# Manager, IT Support and Service at Nightingale Education Group

- **Company:** Nightingale Education Group
- **Location:** Salt Lake City, UT
- **Compensation:** $103k–$116k
- **Work type:** remote
- **Posted:** 2026-10-15
- **Last confirmed live:** 2026-10-31
- **Apply:** https://job-boards.greenhouse.io/nightingalecollege/jobs/4452409009

## Job description

Considering candidates in Salt Lake, Utah This will be a remote job with occasional in office needs

Position Summary:

The IT Support and Service Manager leads the Learner Helpdesk and the Collaborator Service Desk. The role delivers reliable, responsive technology support to Learners and Collaborators. It owns service management practices (ITSM), incident management, and the lifecycle of technology assets. The Manager sets the direction, standards, and performance expectations for both support teams. The Manager also works with Infrastructure, Platform Administration, and Information Security to make sure issues are resolved quickly and the root causes are fixed.

Role and Responsibilities:

- Own and mature ITSM practices aligned with ITIL: incident, request, problem, change enablement, knowledge, and service catalog management.
- Define, publish, and report on SLAs and OLAs for both support teams.
- Administer and continuously improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
- Manage intake through IT Demand Management and make sure requests are routed and tracked correctly.
- Maintain the knowledge base and service catalog so that self-service and first-contact resolution improve.
- Run service reviews and use the data to drive continuous improvement.

Incident and Problem Management

- Serve as the escalation point for the helpdesk and service desk, and act as incident manager for major incidents.
- Coordinate triage, escalation paths, and communication with Platform Administration, Infrastructure, and vendors.
- Oversee after-hours critical incident procedures and coordinate security events with Information Security.
- Lead problem management and post-incident reviews, and track corrective actions to completion.
- Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.

IT Asset Management

- Own the hardware and software asset lifecycle: procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.
- Maintain an accurate, auditable asset inventory and configuration data, with regular reconciliation.
- Manage software licensing and entitlements, including renewals and compliance.
- Coordinate onboarding, offboarding, and device lifecycle processes with HR, Infrastructure, and Information Security.
- Oversee secure data sanitization and disposal, and the evidence that supports audits.
- Report on asset utilization, lifecycle forecasting, and cost to support budget planning.

People Leadership and Operations

- Lead, coach, and develop the helpdesk and service desk teams, including hiring, onboarding, performance management, and training.
- Manage staffing, scheduling, and coverage across both teams and extended hours.
- Set quality standards for the support experience, and review feedback and CSAT for both Learners and Collaborators.
- Manage the support and asset budget, vendor relationships, and tool spend.
- Build a high-impact, inclusive team culture aligned with the Core 7.

Qualifications and Education Requirements:

- Bachelor's degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications.
- 5+ years of IT service desk, support, or ITSM experience.
- 3+ years of leadership or supervisory experience.
- Working knowledge of ITIL/ITSM practices. ITIL 4 Foundation or equivalent certification is preferred.
- Experience administering an ITSM platform and building reports and dashboards.
- Demonstrated incident and major incident management experience.
- Experience with IT asset management, including inventory, lifecycle, and licensing.
- Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking.
- Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors.
- Experience with budgets and vendor management is preferred.

Budgeted Hiring Range $103,000—$115,800 USD

All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will cover travel, lodging, and other accommodations.

Nightingale’s commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale Education Group is an equal opportunity employer.

Our Mission (not just words on the wall, we live it, love it, and daily contribute to it): With the primary focus on higher learning in healthcare professions, Nightingale Education Group contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale Education Group, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale Education Group helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated nearly 5,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company’s foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We’re so happy that you’ve found us!

Employment is contingent upon successful completion of a background check and drug screen.

## About Nightingale Education Group

## Company Overview
- **One-liner**: Nightingale Education Group is a U.S.-accredited nursing workforce developer that delivers prelicensure nursing education, continuing education, learning resources, and workforce placement services to close health equity gaps.
- **Entity Type**: Private (operates as a College and multiple divisions; no public ticker)
- **Headquarters**: Salt Lake City, Utah, United States
- **Founded**: 2010
- **Founders**: Mikhail Shneyder, DNEd(hc), MBA, RN

## Core Business
- **Primary industry**: Higher Education / Nursing Workforce Development
- **Target customers**: Prospective nursing students (B2C), healthcare employers (B2B), and continuing education professionals
- **Mission or purpose statement**: “Better World through better humanity and better health” – contributing to closing health equity gaps by elevating education and employment systems to create a relevantly skilled, readily available nursing workforce representative of the communities served.

## Products & Services
- **Nightingale College**: Prelicensure degree programs (ADN, BSN, RN-to-BSN, MSNEd) using blended and full-distance education, including VR simulation labs and AI patient engagement tools.
- **Nightingale Innovations**: Creates learning resources to advance professional competencies along the healthcare workforce development continuum.
- **EvolveU**: A sub-division of Nightingale Innovations offering engaging on-demand continuing education courses for reskilling and upskilling.
- **Nightingale Solutions**: Builds bridges between healthcare employers and their future nursing workforce, providing workforce development services and placement.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private entity)
- **Key Metric**: Annual revenue not disclosed; notable milestone: celebrated 1,000th graduate in May 2020 and has continued to scale.
- **Notable Investors/Partners**: Board of Managers includes executives like Kim MacPherson (Board Chair). No external funding rounds reported; appears to be a tuition- and service-revenue model.
- **Growth Signals**: Headcount grew 90.9% year-over-year to 81 employees (LinkedIn data); recognized as a “2023 Best Companies to Work For” by Utah Business Magazine; uses Meta-recognized VR technology with over 20,000 VR sessions per semester; 69% licensure rate (3-year average) and 81% program completion rate.

## Competitive Advantages
- **Innovative learning delivery model**: Combines blended and full-distance education with VR simulation and AI patient engagement, enabling access in remote rural and underserved urban areas.
- **Mission-driven focus on equity**: Explicitly targets closing health equity gaps by training a diverse nursing workforce.
- **Comprehensive ecosystem**: Covers the entire professional nursing continuum – from prelicensure education to continuing education and employer workforce solutions.

## Strategic Focus
- Expanding geographic and socioeconomic access to nursing education through distance and VR technologies.
- Scaling workforce placement solutions with healthcare employers.
- Continuing to innovate in curriculum design and learning resources (Nightingale Innovations and EvolveU).
- Building on a strong cultural foundation of “Evolvitude, Collaboration, and Innovative Design” to grow both people and programs.

## Why Work Here
- **Culture**: Nightingale Education Group was named a “2023 Best Companies to Work For” in Utah, emphasizing a culture of “elevating employment” and work-life integration.
- **Remote/hybrid policy**: The organization operates an Operations Support Center in Salt Lake City and employs a distributed model for clinical instructors (Travel Clinical Nurse Instructor roles open across regions). Some roles may be hybrid or remote; the college’s learning model is heavily distance-based.
- **Notable perks**: Professional development opportunities, higher education tuition benefits, and a purpose-driven mission that directly impacts community health.
- **Engineering culture**: Active technical roles (e.g., Senior Software Engineer) posted, supporting VR and AI-driven learning platforms.

## Sources
1. [Nightingale Education Group – About Us](https://nightingaleeducationgroup.com/about-us/)
2. [Nightingale Education Group – Careers](https://nightingaleeducationgroup.com/careers/)
3. [Nightingale College – Homepage](https://nightingale.edu/)
4. [Nightingale Education Group – LinkedIn](https://www.linkedin.com/company/nightingale-education-group)

## Other roles at Nightingale Education Group

- [Project Manager II, PMO](https://feeny.ai/job/project-manager-ii-pmo-nightingale-education-group-remote-fwk30h6vqm9y)
- [Bursar Associate I](https://feeny.ai/job/bursar-associate-i-nightingale-education-group-remote-sjkjhtpfdhx8)
- [Specialist I, Experiential Learning Placements](https://feeny.ai/job/specialist-i-experiential-learning-placements-nightingale-education-group-salt-xkxwgphkzn1q) — Salt Lake City, UT
- [Compliancy Specialist III, Credential Support](https://feeny.ai/job/compliancy-specialist-iii-credential-support-nightingale-education-group-salt-npm8eakfbsn9) — Salt Lake City, UT
- [General Education Assistant Professor](https://feeny.ai/job/general-education-assistant-professor-nightingale-education-group-remote-bptz3wqk6kw6)
- [Assistant Professor, Nursing Evaluator](https://feeny.ai/job/assistant-professor-nursing-evaluator-nightingale-education-group-remote-2njqrdag2qd6)
- [Assistant Professor, Didactic](https://feeny.ai/job/assistant-professor-didactic-nightingale-education-group-remote-j95n72hrr1nc)