Ensure outsourced support center operations align with the firm's ServiceNow workflows and established IT service management processes; Monitor the quality and consistency of Interactions, Incidents, Requests, and Knowledge activities completed by the support center; Validate ticket quality, including accurate short descriptions, categorization, configuration item selection, priority, assignment, routing, and documentation; Support queue management, workflow improvements, operational reporting, and service delivery enhancements within ServiceNow; Reinforce adherence to Incident, Request, Escalation, Major Incident, and Knowledge Management processes; Promote effective use of knowledge articles and partner with process owners to address content or workflow gaps. Qualifications: 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; and.