Sparksoft Corporation

Operations Manager

Sparksoft Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Columbia • Maryland • 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

ServiceNow

About the role

  • Run daily operations for the Tier 1 service desk, including queue monitoring, staffing adjustments, and workload balancing across phones, tickets, and other channels.
  • Develop, monitor, and report on performance metrics to ensure KPIs and SLAs are consistently achieved.
  • Implement workflow redesigns and best practices to streamline operations and enhance customer experience.
  • Lead and support Supervisors, providing coaching, direction, and feedback so they can effectively manage and develop their SDR teams.
  • Collaborate with Quality, Training, and Knowledge Management to reinforce quality standards, ensure KBAs/SOPs are followed, and support new process rollouts.
  • Act as an operational point of contact during incidents, outages, and major events, ensuring clear communication and guidance to the floor.
  • Drive continuous improvement initiatives through training, coaching, and process refinement.

Requirements

  • Minimum 7 years of professional experience, including at least 3 years in people management.
  • 5+ years 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, analytics, and process optimization.
  • Hands-on expertise with CXOne Studio (IVR, scripting) and ServiceNow customization.
  • Must be able to obtain and maintain a Public Trust clearance.
  • Must have lived in the United States 3 out of the past 5 years.
Benefits
  • Competitive compensation and a 401(k) with employer contributions to help you plan for the future
  • Flexible paid time off and hybrid ways of working that support true work-life balance
  • Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
  • A curated in-office experience designed to foster community, team connections, and innovation
  • Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
  • Training and development programs that build new skills and prepare you for leadership roles
  • A collaborative, transparent, and fun culture—recognized as a Great Place to Work®

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI managementSLA managementanalyticsprocess optimizationIVRscriptingServiceNow customizationworkflow redesignperformance metricscontinuous improvement
Soft skills
leadershipcoachingcommunicationcollaborationdirectionfeedbackstaffing adjustmentsworkload balancingcustomer experience enhancementincident management
Certifications
Public Trust clearance