Director IT Service Operations > 100% REMOTE

Director IT Service Operations > 100% REMOTE

Location 100% REMOTE (BUT > MUST live in NY or Washington, DC area )

Industry: Healthcare / Health Services

Possibility of light travel and coming into the office as needed.

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