Title: Senior Manager, IT Service Operations
Location: NY OR DC (Remote)
Job Type: Direct Hire

About the Role:
TalentFish is casting a line for a Senior Manager, IT Service Operations for our client, a global professional services firm! This is a critical leadership role focused on enhancing IT service delivery through robust reporting, KPI tracking, and strategic oversight of the IT Service Management function. The ideal candidate will bring deep experience with ServiceNow, Jira, and ACD systems, combined with a metrics-driven mindset and a strong foundation in customer service excellence.

What You'll Do:

Leadership & Service Oversight:

• Manage the Firm's external 24/7 IT Support Center operation.

• Collaborate with vendor supervisory teams to oversee service request activity and drive issue resolution.

• Serve as a liaison between firm-side IT teams and customers to ensure a high standard of support.

Service Management & Reporting:

• Lead incident and request management using ITSM tools, specifically ServiceNow and Jira.

• Improve service quality through better ticket tracking, solution accuracy, and reduced ticket aging.

• Analyze service desk data to generate performance metrics, identify trends, and improve team performance.

System & Tool Administration:

• Oversee the administration of call tracking systems, ACD solutions, and ServiceNow email intake workflows.

• Ensure accurate handling, categorization, and escalation of support tickets through automated workflows.

Knowledgebase & Process Improvement:

• Manage the IT knowledgebase librarycreate, edit, and publish articles to support systems and projects.

• Define and promote firmwide IT service policies, best practices, and process improvements.

Customer Service Advocacy:

• Meet regularly with IT leadership and support leads to enhance efficiency, share feedback, and deliver solutions.

• Advocate for continuous improvements in service quality and user satisfaction.

Security & Compliance:

• Promote and adhere to security best practices aligned with the firm's data protection policies and guidelines.

Flexibility:

• Willingness to work beyond normal business hours for support coverage, implementations, or emergencies.

What You Bring to the Role:

Technical Proficiencies:

• Advanced experience with ITSM platforms (ServiceNow and Jira required)

• Proficiency in cloud-based ACD systems

• Strong data analysis and reporting capabilities for help desk performance

• Expert knowledge of Microsoft Windows 10/11

• Deep understanding of customer service principles and SLAs

Qualifications:

• Bachelor's degree required; advanced degree preferred

• 8+ years managing Level 1/2 IT service teams

• 8+ years of IT support and call center experience (ACD tools preferred)

• 5+ years in a management or supervisory role

• Experience in professional services or law firm environments is highly preferred

Compensation Information
The expected salary range for this position is $150,000-205,000 per year, depending on experience and qualifications. This role also qualifies for comprehensive benefits such as health insurance, 401(k), and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided complies with applicable state and federal regulations.

This role requires authorization to work in the U.S. without current or future visa sponsorship.

All offers are contingent upon the completion of a background check, which may include, but is not limited to, reference checks, education verification, employment verification, drug testing, criminal records checks, and any required certifications or compliance requirements based on the end client's background check policies and applicable laws.

TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish, we are an Equal Opportunity Employer; we embrace and encourage diversity!