IT Service Manager(Service Now, Jira, Call Center Operations, IT Support)

Overview

Remote
On Site
Depends on Experience
Full Time

Skills

ServiceNow
Jira
Call Center Operations
IT Service Operations

Job Details

Job Description:

  • 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 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:

  • 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

Skills and Certifications:

  • 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
  • Demonstrated job stability and a track record of driving service excellence
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