Are you a seasoned IT professional with a passion for optimizing service operations? Do you thrive in a metrics-driven environment and have a knack for improving service quality? If you are looking to lead a team in a global service environment and drive data-informed process improvements, this is the opportunity for you. Join our team and collaborate with IT leaders to ensure consistent, high-quality support delivery.

• 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.

What We Are Looking For In A Candidate

• 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.

Job Type: Full-time
Pay: $155,000.00 - $215,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Briefly describe your experience with call center operations.

Education:

• Bachelor’s (Preferred)

Experience:

• Managing IT Support Teams: 8 years (Required)
• Team management: 5 years (Required)

Work Location: Remot

Please refer the Job description for details