Data Management Manager

K2 Services

3d•Onsite

About The Position

The client dedicated IG Data Management Manager provides day-to-day operational ownership of Level 1 service delivery for the client during their assigned shift. This role ensures consistent service quality, adherence to agreed-upon SLAs, and a highly responsive support experience tailored to the unique operating environment. The IG Data Management Manager functions a primary point of contact during the shift, ensuring that analysts are supported, issues are triaged effectively, and client communications are clear, timely, and professional.

Requirements

Day-to-day operational ownership of Level 1 service delivery
Ensuring consistent service quality
Adherence to agreed-upon SLAs
Providing a highly responsive support experience
Primary point of contact during the shift
Ensuring analysts are supported
Effective issue triage
Clear, timely, and professional client communications
Live technical guidance to analysts
Reinforcing firm-specific processes, technology standards, and service expectations
Driving consistent, professional call handling
Direct oversight of VIP and high-impact tickets
Monitoring ticket progression and resolution quality
Delivering shift handoff summaries
Communicating IT advisories, changes, and rollouts
Maintaining and governing client-specific knowledge base documentation
Conducting routine QA reviews of tickets and calls
Providing structured feedback and coaching to analysts
Monitoring ACD queues in real time
Coordinating analyst breaks and coverage

Responsibilities

Own real-time service performance during the shift, with direct accountability for call handling SLAs and response targets.
Actively monitor call queues and analyst activity to ensure customers receive prompt, accurate assistance.
Intervene immediately when service levels are at risk to maintain contractual commitments.
Provide live technical guidance to analysts via internal chat to improve accuracy and first-contact resolution.
Reinforce firm-specific processes, technology standards, and service expectations.
Drive consistent, professional call handling aligned to the firm’s culture.
Maintain direct oversight of all VIP and high-impact tickets, ensuring priority users receive expedited and attentive service.
Monitor ticket progression and resolution quality to minimize repeat contact or escalation.
Serve as the primary shift-level contact for operational communications impacting the client.
Deliver clear and concise shift handoff summaries, identifying: Open or aging tickets, VIP matters, Emerging risks or incidents, Required follow‑ups or client notifications.
Communicate IT advisories, changes, and rollouts to analysts to ensure consistent messaging.
Ensure analysts are prepared to support new tools, configurations, or workflows before client impact occurs.
Maintain and govern client-specific knowledge base documentation, ensuring accuracy, currency, and usability.
Identify documentation gaps and continuously improve knowledge assets based on live support data.
Conduct routine QA reviews of tickets and calls to uphold service standards.
Provide structured feedback and coaching to analysts through one-on-one reviews, including KPI and ticket quality discussion.
Identify workflow inefficiencies or recurring issues and recommend corrective actions.
Monitor ACD queues in real time to ensure coverage and prevent staffing conflicts.
Coordinate analyst breaks and coverage to protect service continuity.