Service Operations LeadWe are seeking a Service Operations Lead to establish and enhance support operations for a mission-critical... Read more
We are seeking a Service Operations Lead to establish and enhance support operations for a mission-critical software environment. This role will focus on implementing service management processes, configuring ticketing systems, improving incident and escalation management, and developing KPI reporting and dashboards.
Key Responsibilities:
Implement and optimize support workflows, ticketing systems, and shared support queues.Define incident management, escalation procedures, SLAs, and customer communication processes.Develop service catalogs, runbooks, SOPs, and knowledge base articles.Create and report on KPIs such as response times, resolution times, backlog, and SLA performance.Train support teams and drive adoption of new processes and tools.Support data integration, reporting, and continuous improvement initiatives.Required Experience:
7+ years in Customer Support Operations, Service Delivery, ITSM, or Technical Support leadership.Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.Strong background in incident management, KPI reporting, and process improvement.Excellent stakeholder and customer communication skills.Preferred:
Experience supporting public safety, CAD, emergency response, or other mission-critical applications.Familiarity with ITIL and service management best practices.
GCS is acting as an Employment Business in relation to this vacancy.
Read lessWellington, Florida, United States of AmericaContract
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