Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.
Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.
We are Sparksoft!
ROLE & RESPONSIBILITIES:
- Lead and manage Tier 1 and Tier 2 support teams, ensuring alignment with organizational goals and customer expectations.
- Develop, monitor, and report on performance metrics to ensure KPIs and SLAs are consistently achieved.
- Coordinate incident and outage communications, managing escalation processes for timely resolution and stakeholder transparency.
- Implement workflow redesigns and best practices to streamline operations and enhance customer experience.
- Drive continuous improvement initiatives through training, coaching, and process refinement.
- Maintain a comprehensive reporting cadence to track operational capacity, SLA compliance, and success metrics, providing actionable insights to leadership.
REQUIRED EXPERIENCE:
- 7+ years in operations management or IT service management.
- 7+ years managing Tier 1 & Tier 2 support teams in complex environments.
- 5+ years hands on experience with ServiceNow and NICE CXOne platforms.
- Strong background in SLA management, analytics, and process optimization.
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
PREFERRED EXPERIENCE:
- Healthcare or federal program support.
- Familiarity with compliance standards and human centered design principles.
EDUCATION & CERTIFICATIONS:
- Bachelor’s degree in Business Administration, Information Technology, or related field (Master’s preferred).
- SAFe certification strongly desired.
WHAT WE OFFER:
At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy:
- 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®
Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at [email protected] or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis.
Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at [email protected].
Artificial Intelligence (AI) Policy: While Sparksoft recognizes the value of artificial intelligence in the workplace, our hiring process is designed to assess each candidate’s individual skills, judgment, and problem-solving abilities. To maintain the integrity of this process, the use of AI tools at any stage of the application or interview is strictly prohibited. Violations of this policy may result in disqualification from consideration.
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