HireNow Staffing Inc
Director - IT Service Operations
HireNow Staffing Inc, Washington, District of Columbia, us, 20022
About the job Director - IT Service Operations
Job Title:
Director IT Service Operations
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. 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 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. 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
#J-18808-Ljbffr
Job Title:
Director IT Service Operations
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. 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 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. 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
#J-18808-Ljbffr