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Senior Manager, IT Service Operations

New York, NY 10006

Job Type: Help Desk Manager Job Number: 7947 Salary Range: $154,000-$215,000

Job Description

Key Areas of Responsibility: Operational Leadership

  • 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


The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

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Cassie DiPierdomenico
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