Sr. Manager, IT Service Operations

Remote but candidate MUST be commuting distance to NYC or WDC, plus occasional travel

The Senior Manager, IT Service Operations is responsible for overseeing the IT Service team's effective use of service management tools, with a focus on incident and request management, solution quality, ticket aging, and comprehensive reporting. This role is highly metrics-driven, emphasizing the importance of reporting, KPIs, and evaluating the overall efficiency of IT Service teams to enhance service delivery. The Senior Manager collaborates closely with the IT Service Director, the 24/7 IT Support Center, and global IT Service Managers to ensure continuous organizational effectiveness and exceptional service delivery.

In this capacity, the Senior Manager, IT Service Operations will:

Management Oversight: Provide management oversight of the Firm s external 24/7 IT Support Center operation. Collaborate closely with the vendor s supervisory teams to monitor daily service request activity and resolve customer issues and inquiries, ensuring actions and decisions are guided by customer service quality and excellence;

Service Management: Utilize IT service management applications and tools (specifically ServiceNow and Jira) in conjunction with departmental best practices to create, update, escalate, and close tickets, recording the life-cycle of all service requests. Ensure call ownership by acting as a liaison between Firmwide IT groups and customers, keeping them informed of service request status until resolution;

Monitoring and Utilization: Oversee the utilization of call tracking and ticket handling applications by the IT Support Center and local IT teams, focusing on incident content, solution quality, and ticket aging, with a focus on improving first-call resolution metrics;

Data Analysis and Reporting: Analyze call center data, generate metrics, and prepare reports on service activity and incident trends to drive continuous service and process improvement. Mentor and assist IT Service managers with report and dashboard creation that will assist them in managing and monitoring their team s efficiency;

System Administration: Assist with administering the call tracking system (experience with cloud-based ACD systems preferred), email intake into the ServiceNow platform, and customer portal solutions to ensure proper handling and escalation of support tickets and workflows to various service fulfillment teams;

Knowledgebase Management: Assist with the creation and maintenance of the knowledgebase library. Create and edit articles for content accuracy, currency, and format compliance. Coordinate with IT teams to publish articles for applications, systems, and projects;

Policy and Best Practices: Assist with defining and delivering Firmwide IT Service policies and best practices. Coordinate across IT teams for debriefings of issues, events, or projects to identify areas of improvement;

Customer Service Advocacy: Enhance customer service advocacy to facilitate timely and high-quality solutions and support. Meet regularly with the IT Service Director, IT Support Center leads, and IT Managers to promote better efficiencies and new solutions;

Data Security: Foster data security policies and best practices. Adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data; and

Flexibility: Work beyond scheduled hours as necessary for planned and unplanned work and support.