Agilewoven
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Job Title – Director – IT Service Operations > 100% REMOTE Location – 100% REMOTE ( BUT > MUST live in NY or Washington, DC area ) Job Category: Information Technology REMOTE BUT MUST BE BASED ON NY OR WASHINGTON, DC AREA. ?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