Job summary
Job post source
This job is from a recruiting firm hiring for a separate company as indicated by the phrase 'Our client' and the third-party perspective in the description.
Job overview
The Director of IT Service Operations role involves overseeing and optimizing IT service teams to enhance operational effectiveness in a global service environment for a professional services organization.
Responsibilities and impact
The role requires managing Level 1 and Level 2 IT support teams, collaborating with IT leaders and support centers to ensure high-quality support delivery, and focusing on metrics-driven operational improvements.
Compensation and benefits
The position offers a base salary range of $155,000 to $200,000, is fully remote but requires living in NY or Washington, DC area, with possible light travel and occasional office visits.
Experience and skills
Candidates must have a bachelor's degree or equivalent experience (advanced degree preferred), 8+ years managing IT support teams, expertise in ServiceNow and Jira, strong call center operations knowledge, and proven leadership with 5+ years team management experience.
Work environment and culture
The job is remote with a requirement to be based in NY or Washington, DC, suggesting flexibility but with regional presence; the company values service excellence and operational metrics.
Company information
The company is a leading professional services organization focused on delivering high-quality IT service support globally.
Team overview
The candidate will work closely with the IT Service Director, 24/7 IT Support Center, and regional IT leaders in a collaborative environment.
Job location and travel
The job is 100% remote but requires the candidate to be based in the NY or Washington, DC area with occasional travel and office visits.
Unique job features
The role is highly metrics-driven and involves working in a global service environment with advanced tools like ServiceNow and Jira.
Company overview
Marencor, operating as a DBA of Morena Global Inc., is a technology services company specializing in software development, IT staffing, and medical billing and coding solutions. With headquarters in Wilmington, Delaware, and operations in India, Marencor serves a wide range of industries by providing expertise in areas such as SAP, Workday HCM, civil engineering, and artificial intelligence. The company generates revenue through project-based software development, consulting, and staffing services for clients across the United States. Marencor's diverse service offerings and global presence position it as a versatile partner for businesses seeking technology-driven solutions. Notably, the company has built a reputation for delivering tailored IT and engineering talent to meet evolving client needs.
How to land this job
Position your resume to highlight your extensive experience managing Level 1 and Level 2 IT support teams, emphasizing your leadership skills and ability to drive service excellence in fast-paced environments.
Focus on showcasing your expertise with ServiceNow and Jira, as well as your background in call center operations including ACD systems, to align closely with the job requirements.
Apply through multiple platforms such as Marencor's corporate career site and LinkedIn to maximize your chances of being noticed for the Director – IT Service Operations role.
Connect with professionals in Marencor’s IT Service Operations division on LinkedIn; start conversations by referencing recent company initiatives, asking about team culture, or inquiring how they measure success in their roles.
Optimize your resume for ATS by incorporating keywords like 'IT service operations,' 'ServiceNow,' 'Jira,' 'call center management,' and 'operational analytics' to ensure it passes automated screenings effectively.
Use Jennie Johnson's Power Apply feature to automate application submissions, tailor your resume for ATS, and identify key LinkedIn contacts, allowing you to focus your energy on strategic networking and interview preparation.
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