The Senior Manager of IT Service Operations provides strategic leadership and operational oversight of enterprise-wide IT service delivery. This role ensures high-quality, efficient, and secure IT support across users and systems, while aligning services with business objectives. You will manage service desk teams, incident/problem/change management processes, service improvement initiatives, and vendor relationships. Location-specific focus includes supporting executive-level users and mission-critical operations in New York or Washington, D.C..
Lead and manage IT Service Operations teams, including Service Desk, Desktop Support, and Regional IT Operations.
Own ITIL-based processes: incident, problem, change, and service request management.
Monitor and improve SLAs, customer satisfaction, service quality, and operational KPIs.
Ensure compliance with internal IT governance, security, and external regulatory standards.
Drive operational efficiency through automation, documentation, knowledge sharing, and training.
Partner with internal stakeholders, including executives, to ensure top-tier service delivery.
Oversee vendor contracts, on-site support, and outsourced service performance.
Support business continuity, disaster recovery, and critical operations response strategies.
Lead strategic IT service transformation projects for scaling or optimizing service delivery.
Education: Bachelor’s degree in Computer Science, Information Systems, or related field (Master’s preferred)
Certifications: ITIL v3/v4 Foundation required; ITIL Intermediate/Expert or PMP preferred
Experience: 8–10+ years in IT operations or service delivery, including 3–5 years in a management role
Proven leadership in a multi-location, enterprise-scale IT environment
Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice)
Strong knowledge of ITIL framework, enterprise support models, and user experience management
Excellent communication, interpersonal, and executive stakeholder engagement skills
NY/DC support experience, particularly in government, nonprofit, legal, finance, or global enterprise sectors
Executive/Board-level end-user support expertise and discretion
Ability to work on-site in NY or DC offices as required (hybrid flexibility possible)
#SeniorITManager #ITServiceOperations #ITLeadership #ServiceDeskManager #ITIL #TechOps #ITSupportLead #EnterpriseIT #NYTechJobs #DCTechJobs #ServiceNow #IncidentManagement #ExecutiveSupport #HybridJobs #ITServiceDelivery