IT Support Center Supervisor

Paul Hastings

. Serve as the primary operational point of contact for the outsourced IT Support Center provider .

Posted 11/5/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $95,300 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing IT Support Center operations, ensuring alignment with ServiceNow workflows and IT service management processes. Proven ability to analyze operational data and implement improvements in service delivery, customer satisfaction, and support processes.

Highest-signal resume keywords

IT Support Center ManagementServiceNow AdministrationContact Center OperationsITIL PracticesCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Data AnalysisService-Level Agreement MonitoringQuality ManagementIncident ManagementRequest ManagementEscalation ManagementKnowledge ManagementCloud-Based Contact Center AdministrationSkills-Based RoutingIVR Configuration

Soft Skills

Strong CommunicationProblem-SolvingCustomer ServiceCoordination Across TeamsAbility to Manage Competing Priorities

Tools & Technologies

ServiceNowContact Center PlatformOperational DashboardsReporting ToolsCall Flow Configuration

Certifications & Qualifications

ITIL FoundationServiceNow CertificationContact Center Platform Certification

Industry Keywords

Professional Services EnvironmentOutsourced Service ProviderVendor-Supported Service Delivery ModelCustomer SatisfactionOperational Performance Metrics

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Serve as the primary operational point of contact for the outsourced IT Support Center provider
Oversee daily service delivery against service-level agreements, key performance indicators, quality standards, and customer satisfaction expectations
Monitor ticket queues, support interactions, staffing coverage, workload distribution, and call activity
Attend operational reviews and track action plans, service gaps, and corrective measures
Manage operational escalations and coordinate resolution of customer-impacting issues
Identify service trends, risks, and improvement opportunities and implement sustainable solutions
Review quality assurance results, customer feedback, and support interactions to identify coaching, training, and process improvement opportunities
Improve analyst performance, knowledge use, documentation quality, communication, and issue resolution
Monitor customer satisfaction and serve as an escalation point for support issues
Assist with administration, configuration, and support of the contact center platform
Support call routing, skills-based routing, IVR and call flow configuration, callback capabilities, profiles, reason codes, queues, and reporting
Troubleshoot routing, call quality, access, integration, and platform issues
Monitor contact center dashboards and reports
Participate in platform testing, release validation, implementation, and continuous improvement
Ensure support center operations align with ServiceNow workflows and IT service management processes
Monitor Interactions, Incidents, Requests, and Knowledge activities
Validate ticket quality, categorization, configuration item selection, priority, assignment, routing, and documentation
Support queue management, workflow improvements, reporting, and service delivery enhancements in ServiceNow
Reinforce Incident, Request, Escalation, Major Incident, and Knowledge Management processes
Monitor operational measures including average speed of answer, average handle time, abandonment rate, first-contact resolution, SLA attainment, backlog, aging, and customer satisfaction
Oversee escalations and participate in after-hours escalation coverage as required
Coordinate communications during priority and major incidents
Support customer communications during service disruptions
Recommend improvements to tools, workflows, call flows, knowledge, reporting, and support processes
Assist with onboarding, access, training, and readiness activities for outsourced support center personnel
Support new service introductions and operational transitions
Contribute to Support Center modernization initiatives involving contact center technology, ServiceNow, automation, analytics, and customer experience improvements

Requirements

What you’ll need

Minimum of three years of experience overseeing IT Support Center, Service Desk, or contact center operations
Experience managing an outsourced service provider or working in a vendor-supported service delivery model
Hands-on experience with ServiceNow or a comparable enterprise ITSM platform
Experience administering a cloud-based contact center platform is preferred
Working knowledge of contact center capabilities such as skills-based routing, IVR and call flows, quality management, and operational reporting
Experience analyzing operational data, service levels, quality results, and customer feedback to drive measurable improvements
Experience in a law firm or professional services environment is preferred
ITIL Foundation, ServiceNow, contact center platform, or related certification is preferred
Strong understanding of ITIL practices, including Incident, Request, Escalation, Knowledge, and Major Incident Management
Strong communication, customer service, and problem-solving skills
Ability to manage competing priorities, coordinate across technical teams, and operate effectively in a fast-paced environment

Benefits

Comp & perks

Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
Flexible Spending Accounts and Health Savings Account
Healthcare Concierge and Advocacy
Lifestyle Spending Account
Voluntary 401(k) Plan and Profit Sharing
10 Paid Holidays per year and a generous PTO Program
Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring
Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health, Menopause and Midlife Health and Well-Being Events)
Retirement Plan Consulting
Anniversary Bonus Program
Professional Development Programs
Transportation and Commuter Benefits
International Travel Insurance
Critical Illness, Hospital Indemnity and Accident Insurance
Auto/Home/Pet Insurance
Prepaid Legal Insurance
Employee Discounts
Opportunity to earn bonuses based on individual contribution and firm profitability
Generous total compensation package