Operations Manager

Job Summary

A company is looking for an Operations Manager.

Key Responsibilities

• Oversee daily operations for the Tier 1 service desk, including staffing and workload management
• Develop and report on performance metrics to meet KPIs and SLAs
• Lead continuous improvement initiatives and support Supervisors in managing their teams

Required Qualifications

• Minimum 7 years of professional experience, including 3 years in people management
• 5+ years of hands-on experience with ServiceNow and NICE CXOne platforms
• 3+ years of leadership experience in a metrics-driven support environment
• Strong background in KPI/SLA management and process optimization
• Bachelor's degree in a relevant field or equivalent combination of education and experience