The Phoenix Group
Information Technology Operations Manager
Information Technology Operations Manager
Get AI-powered advice on this job and more exclusive features. This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$160,000.00/yr - $215,000.00/yr Direct message the job poster from The Phoenix Group Oversee the firm's external around-the-clock support center, working closely with vendor leadership to monitor performance, enhance service consistency, and resolve escalated client issues. Ensure high-quality support delivery by enforcing standards in responsiveness, professionalism, and technical resolution. Service Platform Management Supervise the strategic use of service management tools such as ServiceNow and Jira to manage the lifecycle of incidents and requests from intake to closure. Promote adherence to ownership and follow-up practices that ensure transparency and accountability throughout the resolution process. Performance & Analytics Track and analyze ticket data to identify recurring issues, response times, and areas for enhancement. Build and support dashboards and customized reporting to help IT leaders better understand team performance and user experience. Systems & Tools Oversight Support configuration and administration of call routing and support ticketing platforms, particularly cloud-based ACD systems and email automation within the service desk infrastructure. Evaluate tool effectiveness and contribute to future platform enhancements and integrations. Knowledge Management Guide the expansion and upkeep of the firm’s technical knowledgebase, ensuring content is current, actionable, and aligned with internal standards. Collaborate with IT departments to translate technical resolutions and project insights into user-facing resources. Governance & Policy Development Participate in the development and rollout of standardized processes, escalation paths, and service delivery policies firmwide. Coordinate debriefs after major incidents or key initiatives to derive lessons learned and reinforce service alignment. Client-Centered Service Focus Champion a culture of service excellence by advocating for the client experience. Partner with IT leaders and front-line managers to gather feedback, refine workflows, and introduce user-friendly improvements. Security and Compliance Uphold firmwide information security guidelines and promote responsible handling of sensitive data throughout the support process. Availability Flexibility to work extended hours and participate in on-call support during critical incidents, planned system changes, or firm events. Core Competencies & Experience: Expertise in IT service management systems (ServiceNow and Jira highly preferred) Strong proficiency in cloud-based call distribution systems and automated ticket routing Deep experience in interpreting support metrics, generating dashboards, and making data-driven decisions Strong understanding of desktop operating systems (Windows 10/11) Excellent interpersonal and customer service skills with a proactive problem-solving mindset Preferred Qualifications: Bachelor’s degree required; advanced degree preferred Minimum 8 years managing Tier 1 and Tier 2 support teams in a structured environment At least 8 years working in enterprise IT support and help desk operations, including call center or ACD technologies Prior experience in professional services or law firm environments (10+ years preferred) 5+ years of direct supervisory or management experience Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Staffing and Recruiting Referrals increase your chances of interviewing at The Phoenix Group by 2x Get notified about new Information Technology Operations Manager jobs in
New York City Metropolitan Area . New York, NY $155,000.00-$215,000.00 1 week ago New York, NY $170,000.00-$200,000.00 4 days ago New York, NY $109,000.00-$140,000.00 3 weeks ago Parsippany, NJ $134,810.00-$190,000.00 5 days ago New York, NY $170,000.00-$200,000.00 2 weeks ago Information Technology Operations Manager
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Information Technology Operations Manager
Get AI-powered advice on this job and more exclusive features. This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$160,000.00/yr - $215,000.00/yr Direct message the job poster from The Phoenix Group Oversee the firm's external around-the-clock support center, working closely with vendor leadership to monitor performance, enhance service consistency, and resolve escalated client issues. Ensure high-quality support delivery by enforcing standards in responsiveness, professionalism, and technical resolution. Service Platform Management Supervise the strategic use of service management tools such as ServiceNow and Jira to manage the lifecycle of incidents and requests from intake to closure. Promote adherence to ownership and follow-up practices that ensure transparency and accountability throughout the resolution process. Performance & Analytics Track and analyze ticket data to identify recurring issues, response times, and areas for enhancement. Build and support dashboards and customized reporting to help IT leaders better understand team performance and user experience. Systems & Tools Oversight Support configuration and administration of call routing and support ticketing platforms, particularly cloud-based ACD systems and email automation within the service desk infrastructure. Evaluate tool effectiveness and contribute to future platform enhancements and integrations. Knowledge Management Guide the expansion and upkeep of the firm’s technical knowledgebase, ensuring content is current, actionable, and aligned with internal standards. Collaborate with IT departments to translate technical resolutions and project insights into user-facing resources. Governance & Policy Development Participate in the development and rollout of standardized processes, escalation paths, and service delivery policies firmwide. Coordinate debriefs after major incidents or key initiatives to derive lessons learned and reinforce service alignment. Client-Centered Service Focus Champion a culture of service excellence by advocating for the client experience. Partner with IT leaders and front-line managers to gather feedback, refine workflows, and introduce user-friendly improvements. Security and Compliance Uphold firmwide information security guidelines and promote responsible handling of sensitive data throughout the support process. Availability Flexibility to work extended hours and participate in on-call support during critical incidents, planned system changes, or firm events. Core Competencies & Experience: Expertise in IT service management systems (ServiceNow and Jira highly preferred) Strong proficiency in cloud-based call distribution systems and automated ticket routing Deep experience in interpreting support metrics, generating dashboards, and making data-driven decisions Strong understanding of desktop operating systems (Windows 10/11) Excellent interpersonal and customer service skills with a proactive problem-solving mindset Preferred Qualifications: Bachelor’s degree required; advanced degree preferred Minimum 8 years managing Tier 1 and Tier 2 support teams in a structured environment At least 8 years working in enterprise IT support and help desk operations, including call center or ACD technologies Prior experience in professional services or law firm environments (10+ years preferred) 5+ years of direct supervisory or management experience Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Staffing and Recruiting Referrals increase your chances of interviewing at The Phoenix Group by 2x Get notified about new Information Technology Operations Manager jobs in
New York City Metropolitan Area . New York, NY $155,000.00-$215,000.00 1 week ago New York, NY $170,000.00-$200,000.00 4 days ago New York, NY $109,000.00-$140,000.00 3 weeks ago Parsippany, NJ $134,810.00-$190,000.00 5 days ago New York, NY $170,000.00-$200,000.00 2 weeks ago Information Technology Operations Manager
Hamden, CT $90,000.00-$110,000.00 3 hours ago Associate Director, IT Business Relationship Management
New York, NY $205,000.00-$240,000.00 1 week ago Bridgewater Township, NJ $135,000.00-$150,000.00 1 day ago Head of IT Application Management and Support
Parsippany, NJ $232,000.00-$303,000.00 22 hours ago New York, NY $175,100.00-$232,000.00 3 weeks ago Jersey City, NJ $120,000.00-$138,000.00 2 weeks ago Secaucus, NJ $135,000.00-$200,000.00 1 week ago Bethpage, NY $125,000.00-$134,000.00 2 weeks ago New Haven, CT $176,300.00-$264,425.00 2 weeks ago Manager Information Technology Services 2, New York State Psychiatric Institute, P26333
New York, NY $118,425.00-$145,039.00 1 week ago Senior Manager – Azure Cloud Infrastructure (Healthcare IT)
Associate Director, IT Business Relationship Management
New York County, NY $205,000.00-$240,000.00 1 week ago Senior Information Technology Audit Manager
New York City Metropolitan Area $160,000.00-$180,000.00 4 weeks ago Lakewood, NJ $120,000.00-$130,000.00 1 day ago New York, NY $150,000.00-$175,000.00 2 days ago New York, NY $140,000.00-$175,000.00 2 days ago New York City Metropolitan Area 3 days ago Manager Information Technology Services 2 - 9244
New York, NY $118,425.00-$145,039.00 1 week ago White Plains, NY $123,000.00-$175,000.00 2 weeks ago Manager of Identity and Access Management
New York, NY $150,000.00-$200,000.00 1 week ago Fair Lawn, NJ $95,000.00-$110,000.00 2 weeks 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