Essential skills & requirements
ServiceNow expertise (required);
Experience pulling and reviewing metrics;
Experience managing a call center specifically overseeing Level I and II;
Must have experience with ACD (automatic call distribution system);
Professional services experience (law firm preferred but not required); and
Strong job longevity and communication skills.
Our client a leading professional services organization is seeking a Senior Manager IT Service Operations to oversee and optimize the performance of its IT service teams. This role will lead efforts to improve incident and request management elevate service quality monitor ticket aging and drive data-informed reporting and process improvement initiatives.
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.
Key Responsibilities:
Vendor Oversight: Manage the performance and operations of the external 24/7 IT Support Center. Partner with supervisory staff to address escalations and ensure a strong customer experience.
Service Management: Utilize tools like ServiceNow and Jira to manage service requests through their lifecycle. Ensure proper ticket documentation escalation and resolution while promoting ownership and accountability.
Operational Efficiency: Monitor support activity and performance across teams. Focus on first-call resolution ticket quality and aging trends to drive continuous improvement.
Reporting & Analytics: Analyze incident trends and service metrics. Generate actionable dashboards and reports to support IT leadership and team performance tracking.
Systems Administration: Oversee intake and routing of service requests via cloud-based ACD systems ServiceNow email intake and customer portal workflows.
Knowledge Management: Create and maintain a structured knowledge base collaborating with technical teams to ensure content is accurate timely and accessible.
Process & Policy Development: Contribute to the design and implementation of service delivery standards policies and best practices across the organization.
Customer Advocacy: Act as a customer service champion identifying opportunities for enhanced support and promoting collaboration across IT teams.
Security Awareness: Enforce adherence to information security policies in all aspects of ticket handling and data management.
Flexibility: Be available beyond standard hours for urgent or planned initiatives as needed.
Qualifications:
Bachelors 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
Senior Manager, IT Service Operations
