IT Service Manager(Call Center Operations, Jira, ServiceNow)

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Description:

Job Description:

• 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