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Build a successful career in IT Service Management

By Samantha D'souza Last Updated on Jun 22, 2021

Are you a gritty professional, who gets excited with the predictions of managing the entire information technology infrastructure at your organization? Is this article your next stop at researching outdoing that next step forward, towards achieving your dream career in IT Service Management?

What Is the Attraction of a Career in IT Service Management?

In the current scenario, the role of an IT Service Manager is important to any business that relies on an IT system – and many businesses clearly involve IT! Hence, anyone selecting to take up a career in this field will have a various range of options and industries to choose from.

Roles in this sector are challenging with a multitude of responsibilities and functions. For occurrence, if you are hired for the position of a Service Level Manager, you would have accountability for all features of the company’s IT services including concern for the distribution of IT services as per business requirements.

Careers in IT Service Management?

The ITSM career path is considered on 4 basic differentiators: Service Strategy and Design, Service Transition, Service Operation, and Project Management.

While most senior-level positions fall in the group of Senior Strategy and Design, entry-level positions are held in the Project Management and Service Operation classifications (IT Support and Service Desk technician, separately). Mid-level managerial roles (which can also be more prioritized hierarchically) are extended across all four categories.

Listed here are some roles in the ITSM field, the skills predictable of the roles and some useful qualifications that will help you in your performance. We expectation it helps you build your career path in the ITSM arena.

IT Project Support or IT Support


This is one of the entry-level positions that you will hold in the ITSM field. In this understanding role, you will be involved with teams working on an exact project and will be expected to support in the multiple phases of the project’s activities. This familiarizes the professional with the project tools and the project environments. While on this role, it is likely that the professional obtains general administration skills along with simple project management skills.

With enough experience and well-acquired knowledge on project and program management, you may then choose one between the many routes of career advancements. The probable choices further are: selecting to move on to an analyst role within a Project Management Office (PMO) or manage small projects or take responsibility for one of the many work-streams within a bigger project.

With that said, the character roles that professionals can take after sufficient knowledge gain and professional knowledge are IT Project Manager, Service Desk Technician, Service Level Manager.


The following skillsets are predictable of a good IT Project Support:

  • Good organizational and communication skills
  • Commitment to providing well-organized, professional customer service
  • Setup and maintain project files
  • Provide administrative services to project boards, project guarantee teams, and quality review meetings
  • Describe reporting procedures and requirements to stakeholders
  • Make reports, charts, graphs and narrative information for management or program analysis report from material provided.

Useful Qualifications/Certifications:

Required qualifications that help professionals in the design, development, and delivery of projects and those that improve skill development to operate effectively in an IT project environment at this level, are:

  • ITIL Foundation
  • PRINCE2 Foundation
  • MSP Foundation
  • P30 Foundation
  • Management of Risk (M_o_R) Foundation.

Service Desk Technician


Service Desk technicians deliver technical support to users who need their software/hardware. The kind of assistance and support can include: fixing technical errors, answering a query, fulfilling a service request; and also as simple as contribution assistance with user rights, passwords, user accounts, and basic level security administration. What professionals at these levels need are then: identify and diagnose issues and problems, advise users on activities to take, classify and record reported queries and accelerate unresolved problems.

Suggested Read: Challenges in ITSM adoption

The next level in the career ladder that professionals can choose, after necessary exposure and experience as a Service Desk Technician, are Service Desk Supervisor/ Manager, Project Coordinator, Application Support Analyst.


The following skillsets are predictable of a professional looking for this job role:

  • Exceptional problem-solving and communication skills
  • Strong technical understanding of the numerous hardware, software and networking systems
  • Be able to suggestion assistantship with user support
  • Incident Management
  • Quality orientation (consideration to detail)

Useful Qualifications/Certifications:

Professionals can profit from the following list of certifications at this point in their career:

  • Service Operation certification,
  • Operational Support and Analysis certification,
  • Continual Service Improvement certification (all components of ITIL In-between).

Service Desk Manager

service desk manager


In organizations where an important size service desk is in place, a dedicated Service Desk Supervisor or Manager will accomplish the operations. Their responsibility would be: to offer a customer-focused approach to the team’s operations and manage the team and boost their determination. The typical tasks expected of professionals at this role will be: manage daily operations, monitor answer time and user satisfaction levels, refer experts to ensure integrated action plans, and improvise on techniques and practices for managing client queries, troubleshooting, and problem resolution and arrangement.

The next rung on the career ladder that professionals can select from include: Service Level Manager, Project Manager, IT Change Manager, IT Operations Manager.

Also read: Roles and Responsibilities of the project manager


Like previously mentioned, a couple of skills that professionals need to possess at this level are:

  • Improve user support
  • Ensure proper service delivery
  • Relationship Management
  • Advocating best practice procedures, tools, and methods
  • Leadership and teamwork
  • Good communication and knowledge involvement skills
  • Staff awareness and development

Useful Qualifications/Certifications:

Certifications that professionals can profit to reach this level are:

  • Service Operation Certification (a module of ITIL In-between)
  • Operational Support and Analysis certification (a module of ITIL In-between)
  • Service Strategy certification (a module of ITIL In-between)
  • Continual Service Improvement certification (a module of ITIL In-between).