IT Ticketing Manager

GFiber•Mountain View, CA

15h•$136,000 - $198,000

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. The application window will be open until at least February, 13th, 2026 . This opportunity will remain online based on business needs which may be before or after the specified date. At GFiber, our Information Systems and Technology plays a crucial role in enhancing employee productivity and efficiency across all departments. We are dedicated to delivering quality support while fostering a strong business partnership and ensuring seamless project deliverables. Together, we focus on delivering innovative solutions that empower our colleagues and drive the organization forward. Role Description: The IT Ticketing Manager will serve as the architect and primary administrator for our internal ticketing ecosystem, overseeing our ticketing platforms and workflows for internal support requests. This role will act as the bridge between technical teams and the rest of the organization to drive ticketing platform & workflow optimizations, reduce manual overhead through ticketing automation, and drive zero-touch resolutions where possible. The candidate will need to see the "big picture" of how ticketing flows between IT, HR, Engineering, and Customer Ticketing systems to drive productivity and resolution of issues. This role will also support the ongoing management of our Intranet to drive employee communications & automate key internal workflows with integrations into our ticketing platform and other enterprise systems.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience.
5 years of dedicated ServiceNow administration experience (e.g., catalog item creation, SLA tracking), including troubleshooting and identifying root causes of system bottlenecks.
Experience building complex automated workflows, custom triggers, and business rules to drive process efficiency.
Experience configuring and maintaining custom dashboards and reports for tracking KPI’s (e.g., SLA, CSAT)

Nice To Haves

Experience with REST/SOAP APIs and Spoke configurations
Proficiency in JavaScript and other programming languages
Deep understanding of ITIL v4 processes (Incident, Change, Problem, Asset)
Platform-specific certifications (e.g., ServiceNow Certified System Administrator, Atlassian Certified Service Desk Administrator)
Experience translating "business needs" into "technical requirements" when talking to non-technical department heads
Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.

Responsibilities

Serve as the primary business owner and administrator for our internal ticketing ecosystem,Intranet, and critical IT applications including device management and user directories.
Maintain a backlog of feature requests, prioritize enhancements, and communicate the roadmap to stakeholders
Build and maintain complex automated workflows, triggers, and business rules to ensure tickets are categorized, prioritized, and assigned to the correct teams
Use APIs, webhooks, or middleware to connect the ticketing system with other enterprise tools
Act as Level 2/3 support for platform issues; perform root cause analysis and coordinate with Engineering or Vendor Support when needed