Service Desk Operations Manager

This is a fully remote position, open to applicants in Alabama, +31 more states.

📋 Description

• Lead, mentor, and cultivate a team of service desk professionals.

• Manage daily operations, focusing on queue health, ticket management, prioritization, and workload distribution.

• Engage in escalations, incident response, and make operational decisions.

• Govern Service Level Management processes for both managed service partners and internal operations.

• Monitor SLA/KPI performance and initiate corrective measures as needed.

• Implement operational adjustments, process modifications, and prioritization strategies to achieve service targets.

• Create and maintain operational dashboards and reporting frameworks utilizing ServiceNow, Five9, and other relevant tools.

• Convert data into actionable insights for staffing, service design, and operational enhancements.

• Examine service volume, SLA compliance, incident trends, and customer feedback.

• Provide regular performance updates to leadership.

• Oversee incident management, escalation processes, and responses to major incidents.

• Ensure prompt restoration and communication during service interruptions.

• Guarantee adherence to incident prioritization, routing, and escalation protocols in line with ITIL practices.

• Supervise ticket flow, manage backlogs, and ensure queue governance.

• Promote continuous improvement initiatives within Service Desk operations.

• Act as the Process Repository Owner, managing documentation governance and lifecycle.

• Monitor the execution and adherence to processes.

• Identify inefficiencies and foster process optimization and standardization.

• Establish and uphold change control and communication practices.

• Manage the IT Service Desk's managed services provider.

• Collaborate with Service Experience Owners, Knowledge Enablement, Platform Owners, and Process Owners.

• Integrate training strategies with quality insights, process updates, and new technology implementations.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• 10 years of pertinent experience in business process ownership, including documentation, execution, or automation.

• 1 year of experience leading teams and operational functions in a multifaceted service environment.

• Advanced understanding of service workflows and support models.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience in lieu of a degree.

• Experience managing service delivery in large, intricate environments, including managed service providers.

• Proven track record in SLA management, reporting and analytics (ServiceNow or Power BI), and enhancing operational performance.

• Experience in process improvement and driving efficiency, including the application of LEAN methodologies.

• Candidates must reside in and work from one of the approved states.

• Reliable internet connection and a dedicated, well-equipped workspace free from distractions.

🏝️ Benefits

• High-quality, low-deductible medical insurance.

• Low to no-cost dental and vision plans.

• 5 weeks of paid time off.

• Nearly a dozen paid holidays.

• Employer-funded retirement plan.

• Free tuition program.

• Parental leave.

• Mental health and wellbeing resources.

• Remote work option available for approved states.

• Reliable internet connection and a dedicated, well-equipped workspace for remote employees.