A growing financial services technology organization is hiring an IT Service Support & Operations Manager to lead a newly formed service operations function. This role sits at the intersection of leadership, IT service management, and operational stability, supporting both internal teams and external clients in a 24*7 environment. The organization uses modern ITSM, monitoring, and collaboration tools to deliver reliable, scalable services.
This is a true build-from-the-ground-up leadership opportunity. Following a recent reorganization, the company created a new department to mature service operations and prepare for future growth. They're looking for a manager who enjoys creating structure, mentoring teams, and improving service quality - without being buried in constant firefighting. You'll have autonomy, leadership support, and a realistic balance between hands?on work and strategic oversight.
Required Skills & Experience - 3+ years managing IT service desk or service operations teams
- Strong background in IT Service Management (Incident, Problem, Change, Request, Knowledge)
- Experience supporting or leading 24*7 operations and on?call rotations
- Hands?on experience with incident response and major incident management
- ITIL Foundation (or equivalent practical experience)
Desired Skills & Experience - Experience building teams, processes, or documentation from scratch
- Background supporting financial institutions or regulated environments
- Familiarity with Zendesk or similar ITSM platforms
- Experience with monitoring/alerting tools (Splunk, Datadog, SolarWinds, etc.)
- Comfort operating in environments undergoing change and growth
What You Will Be Doing Tech Breakdown
- 40% IT Service Management & Incident Operations
- 30% Process Improvement, Documentation & Metrics
- 30% Leadership, Planning & Stakeholder Collaboration
Daily Responsibilities
- 50% Hands?On Operational Oversight
- 30% People Management & Coaching
- 20% Cross?Team Collaboration & Planning
The Offer You will receive the following benefits:
- Medical, Dental, and Vision Insurance
- Vacation Time
- Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
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