Information Technology Services Manager

Augustine Talent Group provided pay range This range is provided by Augustine Talent Group. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more. Base pay range $155,000.00/yr - $215,000.00/yr Direct message the job poster from Augustine Talent Group 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 role will lead efforts to improve incident and request management, elevate service quality, monitor ticket aging, and drive data-informed reporting and process improvement initiatives. 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. Key Responsibilities: 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. 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 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Professional Services Referrals increase your chances of interviewing at Augustine Talent Group by 2x Get notified about new Information Technology Services Manager jobs in Washington DC-Baltimore Area . Information Technology Operations Manager McLean, VA $100,000.00-$130,000.00 1 day ago Arlington, VA $147,000.00-$221,000.00 2 days ago Sterling, VA $130,355.00-$221,603.00 1 week ago Rockville, MD $100,000.00-$215,000.00 5 months ago Falls Church, VA $161,158.00-$210,450.00 3 days ago Washington DC-Baltimore Area $150,000.00-$175,000.00 1 week ago Business Operations Manager, IT Services - Global On-Premise Support Arlington, VA $104,100.00-$185,000.00 2 weeks ago Washington, DC $105,100.00-$231,100.00 3 months ago Washington, DC $90,300.00-$189,600.00 3 months ago Washington, DC $105,100.00-$231,100.00 3 months ago Chantilly, VA $105,100.00-$231,100.00 3 months ago Information Technology Customer Relations Manager Washington, DC $90,300.00-$189,600.00 4 months ago Data Center Operations Manager, DCC Communities Washington, DC $146,670.00-$249,330.00 1 week ago We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr