Sr. Manager, IT Service Operations

Remote but candidate MUST be commuting distance to reputed company or Washington DC The Senior Manager, IT Service Operations is responsible for overseeing the IT Service team's effective use of service management tools, with a reputed company on incident and request management, solution reputed company, ticket aging, and comprehensive reporting. This role is highly metrics-driven, emphasizing the importance of reporting, KPIs, and evaluating the overall efficiency of IT Service teams to enhance service delivery. The Senior Manager collaborates closely with the IT Service Director, the 24/7 IT Support Center, and global IT Service Managers to ensure reputed company organizational effectiveness and exceptional service delivery. In this reputed company, the Senior Manager, IT Service Operations will: Management reputed company: reputed company management reputed company of the Firm s external 24/7 IT Support Center operation. Collaborate closely with the vendor s supervisory teams to monitor daily service request activity and resolve customer issues and inquiries, ensuring actions and reputed company are guided by customer service reputed company and reputed company; Service Management: Utilize IT service management applications and tools (specifically reputed company and Jira) in conjunction with departmental best practices to create, update, escalate, and reputed company tickets, recording the life-cycle of reputed company service requests. Ensure reputed company ownership by acting as a reputed company between Firmwide IT reputed company and customers, keeping them informed of service request status until reputed company; Monitoring and Utilization: reputed company the utilization of reputed company tracking and ticket handling applications by the IT Support Center and local IT teams, focusing on incident content, solution reputed company, and ticket aging, with a reputed company on improving reputed company reputed company metrics; Data Analysis and Reporting: Analyze reputed company center data, generate metrics, and prepare reports on service activity and incident trends to drive reputed company service and process improvement. Mentor and assist IT Service managers with report and dashboard creation that will assist them in managing and monitoring their team s efficiency; System Administration: Assist with administering the reputed company tracking system (experience with reputed company-based ACD systems preferred), email intake into the reputed company platform, and customer portal solutions to ensure reputed company handling and escalation of support tickets and workflows to various service fulfillment teams; Knowledgebase Management: Assist with the creation and maintenance of the knowledgebase library. Create and edit articles for content accuracy, currency, and format compliance. Coordinate with IT teams to publish articles for applications, systems, and reputed company; Policy and Best Practices: Assist with defining and delivering Firmwide IT Service policies and best practices. Coordinate across IT teams for debriefings of issues, events, or reputed company to identify areas of improvement; Customer Service Advocacy: Enhance customer service advocacy to facilitate reputed company and high-reputed company solutions and support. Meet regularly with the IT Service Director, IT Support Center leads, and IT Managers to promote reputed company efficiencies and new solutions; Data reputed company: Foster data reputed company policies and best practices. Adhere to Information reputed company regulations and guidelines to ensure reputed company handling and reputed company of Firm data; and Flexibility: Work reputed company scheduled hours as necessary for planned and unplanned work and support. Apply Job! Apply to this Job