Service Desk Operations Manager
Job Summary
To ensure high-quality service delivery, the full-time remote Service Desk Operations Manager will oversee end-to-end IT Service Desk operations, manage service-level agreements, and drive continuous improvement initiatives while leading a team of service desk professionals.
Key responsibilities
- Lead, coach, and develop service desk teams, managing day-to-day operations and incident response
- Own and govern Service Level Management processes, monitoring performance metrics and driving corrective actions
- Develop operational dashboards and reporting frameworks, translating data into insights for performance management
Required qualifications
- 10 years of relevant experience in business process ownership and service delivery management
- 1 year of experience leading teams in a complex service environment
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
- Advanced knowledge of service workflows and SLA management
- Experience with reporting and analytics tools such as ServiceNow or Power BI
Complete Job Description
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