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



Apply Now

Apply Now