Director - IT Service Operations

Job Title: Director IT Service Operations
Location: 100% Remote (Must reside in either the New York or Washington, D.C. metro area)
Base Salary: $155,000 - $200,000 (commensurate with experience)
Industry: Legal / Healthcare Services / Professional Services
Employment Type: Full-Time | Permanent Placement

About the Role

HireNow Staffing is seeking a strategic and operations-focused Director of IT Service Operations for a national professional services organization that is modernizing its global IT support infrastructure. This position offers the opportunity to lead a large-scale service operation with real influence over service strategy, KPIs, team performance, and cross-functional IT delivery.

While this is a remote role, we are only considering candidates located within commuting distance of New York City or Washington, D.C. There may be light, pre-planned travel or in-office leadership meetings as needed.

This is a key leadership role not just about overseeing help desk operations but about transforming the IT support experience into a high-performing, data-driven ecosystem that supports business outcomes.

What You'll Own

• Operational Leadership: Lead and elevate the performance of a 24/7 IT service environment, including Level 1 and Level 2 support teams across multiple regions and time zones.

• Team Development: Build and mentor a scalable team of IT support managers and analysts, instilling a culture of accountability, coaching, and continuous improvement.

• Metrics & Reporting: Define, measure, and report on service-level KPIs including call resolution, time-to-ticket-close, CSAT scores, escalation rates, and SLAs. Use data to drive resource decisions and improvement initiatives.

• Platform Expertise: Serve as a subject matter expert for ITSM tools including ServiceNow and Jira, leveraging automation and dashboards to increase visibility and efficiency across IT operations.

• Call Center Oversight: Apply best practices in ACD (Automatic Call Distribution) system management to streamline high-volume support environments and call flow optimization.

• Stakeholder Collaboration: Partner cross-functionally with directors of cybersecurity, applications, infrastructure, and compliance to align IT support with enterprise goals.

• Operational Governance: Proactively identify service gaps, lead root cause analyses, and implement sustainable solutions ensuring that issues are solved at the source, not just patched over.

Who You Are

• A hands-on operational leader who thrives in high-demand, fast-paced service environments.

• Known for turning underperforming teams around and inspiring excellence through clarity, coaching, and ownership.

• Equally comfortable building out service metrics in a dashboard as you are leading a virtual town hall or C-level report-out.

• Passionate about process design, customer experience, and scalable infrastructure that supports growth.

Required Qualifications

• Bachelor's degree in information systems, Business, or related field (Masters or MBA preferred but not required)

• 8+ years of experience managing Level 1 and Level 2 IT service delivery teams

• Proven track record leading call center-based operations with knowledge of ACD platforms

• ServiceNow and Jira proficiency is required

• 5+ years in formal leadership roles managing staff, budgets, and vendor relationships

• Exceptional communication skills with the ability to translate technical insights into business impact

• Demonstrated stability and success in prior roles (frequent job-hopping may be a red flag)

• Experience in professional services, legal, or healthcare environments is highly desirable

Nice to Have

• ITIL Certification or knowledge of ITIL-based service delivery frameworks

• Familiarity with remote-first team management

• Experience integrating or upgrading ITSM platforms at scale

• Knowledge of enterprise governance, change management, and compliance best practices

Why This Role?

• Remote flexibility with local presence: Enjoy work-from-home benefits while remaining connected to executive teams in either NY or DC.

• Strategic voice at the table: This isn't a back-office function you'll directly impact how the organization supports 1,000+ end users globally.

• Organizational commitment to technology: Our client invests in digital transformation, not just maintenance.

• Make a real difference: Your leadership will be pivotal in creating a seamless, responsive IT support experience that empowers employees across legal, healthcare, and administrative functions.

Apply today!

https://www.careers-page.com/hirenow-staffing-inc/job/QW7W57X9