Service Desk Operations Manager
New
S
Southern New Hampshire UniversityHigher Education
Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.Full-TimeManager
Salary94,548 - 127,918 USD per year
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Job Details
- Experience
- 10 years of relevant experience; 1 year of experience leading teams
- Required Skills
- Microsoft Power BIServiceNow
Requirements
- 10 years of experience in business process ownership, documenting, executing or automating
- 1 year of experience leading teams and operational functions in a complex service environment
- Advanced knowledge of service workflows and support models
- Bachelor's degree in Computer Science, Information Technology, or equivalent experience
- Experience managing service delivery in large, complex environments with managed service providers
- Strong track record in SLA management, reporting, and analytics
- Proficiency with ServiceNow, Five9, or Power BI
- Experience improving processes and driving efficiency using methodologies like LEAN
- Must reside in and work from an approved US state
- Access to a reliable internet connection and a dedicated workspace
Responsibilities
- Lead, coach, and develop a team of service desk professionals, driving accountability, performance, and engagement
- Own day-to-day operations, including queue health, ticket management, prioritization, and workload balancing
- Manage and govern Service Level Management (SLM) processes for internal and managed service provider operations
- Develop operational dashboards and reporting frameworks using ServiceNow and Five9
- Oversee incident management, major incident response, and escalation handling
- Drive continuous improvement initiatives and serve as Process Repository Owner
- Partner with Service Experience, Knowledge Enablement, and Platform owners to improve service delivery
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