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Senior Manager, IT Service Operations

Senior Manager, IT Service Operations

ACT Consulting, Inc.New York, NY, United States
16 hours ago
Job type
  • Full-time
  • Permanent
Job description

My name is Naren and I am a Senior Technical Recruiter with ACT Consulting. We have an immediate need for a Senior Manager, IT Service Operations for our direct client located in New York.

ACT Consulting is a U.S. owned and operated staffing company providing our clients with candidates on a national basis for contract, contract to hire, and direct hire engagements. Our clients are comprised mostly of Fortune 1000 companies, primarily in the areas of Information Technology, Engineering, Professional, Accounting and Finance.

Please take a moment to review the job description. If this is something you are interested in, please send a copy of your resume to naren@act-info.com or contact me directly at 704 200 9045 .

Title : Senior Manager, IT Service Operations (L7R3WXV5 )

Location : Remote but Must be based on NY or Washington, DC

Duration : Fulltime

Rate - $155K - $215K

Summary

REMOTE BUT MUST BE BASED ON NY OR WASHINGTON, DC AREA. Possibility of light travel and coming into the office as needed.

Essential skills & requirements

  • ServiceNow expertise (required);
  • Experience pulling and reviewing metrics;
  • Experience managing a call center, specifically overseeing Level I and II;
  • Must have experience with ACD (automatic call distribution system);
  • Professional services experience (law firm preferred, but not required); and
  • Strong job longevity and communication skills.

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 role will lead efforts to improve incident and request management, elevate service quality, monitor ticket aging, and drive data-informed reporting and process improvement initiatives.

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.

Key Responsibilities :

  • Vendor Oversight : Manage the performance and operations of the external 24 / 7 IT Support Center. Partner with supervisory staff to address escalations and ensure a strong customer experience.
  • Service Management : Utilize tools like ServiceNow and Jira to manage service requests through their lifecycle. Ensure proper ticket documentation, escalation, and resolution while promoting ownership and accountability.
  • Operational Efficiency : Monitor support activity and performance across teams. Focus on first-call resolution, ticket quality, and aging trends to drive continuous improvement.
  • Reporting & Analytics : Analyze incident trends and service metrics. Generate actionable dashboards and reports to support IT leadership and team performance tracking.
  • Systems Administration : Oversee intake and routing of service requests via cloud-based ACD systems, ServiceNow email intake, and customer portal workflows.
  • Knowledge Management : Create and maintain a structured knowledge base, collaborating with technical teams to ensure content is accurate, timely, and accessible.
  • Process & Policy Development : Contribute to the design and implementation of service delivery standards, policies, and best practices across the organization.
  • Customer Advocacy : Act as a customer service champion, identifying opportunities for enhanced support and promoting collaboration across IT teams.
  • Security Awareness : Enforce adherence to information security policies in all aspects of ticket handling and data management.
  • Flexibility : Be available beyond standard hours for urgent or planned initiatives, as needed.

    • 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
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    Operation Manager • New York, NY, United States