Director – IT Service Operations
- **REMOTE BUT MUST BE BASED ON NY OR WASHINGTON, DC AREA.***
- **US Citizen (Preferred)***
Overview
Possibility of light travel and coming into the office as needed.
We are a professional services organization, seeking a Senior Manager, IT Service Operations to oversee and optimize the performance of its IT service teams.
This is a highly metrics-driven position focused on enhancing operational effectiveness across a global service environment. The Senior Manager will collaborate closely with the IT Service Director, the 24/7 IT Support Center, and regional IT leaders to ensure consistent, high-quality support delivery.
- Qualifications Requirements:
- Bachelor’s degree or equivalent experience (advanced degree preferred).
- 8+ years of experience managing Level 1 and Level 2 IT support teams.
- Strong background in call center operations, including ACD systems.
- Expertise in ServiceNow and Jira (required)
- Skilled in performance reporting and operational analytics.
- Prior experience in professional services or fast-paced environments is required.
- Proven leadership skills, with 5+ years of team management experience.
- Excellent communication and problem-solving abilities.
- Demonstrated job stability and a track record of driving service excellence.
Job Type: Full-time
Pay: $150,000.00 - $190,000.00 per year
- Experience:
- Team management: 6 years (Required)
- ACD Systems: 5 years (Required)
- Call Center Operations: 5 years (Required)
- Jira: 5 years (Required)
- ServiceNow: 5 years (Required)
- Level 1 and Level 2 IT SupportTeam: 10 years (Required)
Work Location: Remote
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