Job Title: Director IT Service Operations
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!
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
Nice to Have
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