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 Job! Apply to this Job