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Job Description
Structured overview of role & requirementsAbout This Role
Manage and optimize daily IT ticket queues ensuring SLA adherence and operational efficiency using platforms like ServiceNow or Jira.
Establish and audit quality control frameworks, track service delivery metrics, and drive continuous service improvements in enterprise operations.
Lead legacy POTS line modernization projects, including circuit audits, carrier disconnects, and migrations to cellular or VoIP technologies, while owning PMO service governance and reporting.
Minimum Requirements
6+ years of experience in IT queue management, quality assurance, PMO service ownership, or telecommunications circuit administration.
Bachelor’s degree in IT, Business Administration, Systems Management, or equivalent practical experience.
Proficient with ticketing platforms (ServiceNow, Jira) and quality management methodologies (Six Sigma, Lean, ITIL).
Working knowledge of analog copper circuits (POTS), telephony systems, and enterprise networking fundamentals (OSI, TCP/IP, DNS, DHCP, VPN).
Ideal Candidate Profile
Experienced in hybrid operational and governance roles overseeing IT service delivery, quality assurance, and infrastructure projects.
Skilled in data analysis and dashboard creation for executive reporting related to SLA compliance and vendor performance.
Capable of leading cross-functional teams and managing vendor/stakeholder escalations in a 24/7 enterprise environment.