Overview
Remote
Depends on Experience
Full Time
Skills
Team Management
Problem Solving
Conflict Resolution
JIRA
ServiceNow
Job Details
Job Title : Director IT Service Operations
Location : 100% Remote
Duration : Full Time
Job Description:
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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.