Service Desk Operations Manager

Job not on LinkedIn

🔥 17 hours ago

🏈 Alabama, Arizona, +30 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🌾 Nebraska – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $85.6k - $136.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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SNHU Careers

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1932

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

SNHU Careers is the careers and hiring portal for Southern New Hampshire University, a nonprofit institution focused on transforming learners’ lives. The site promotes the university’s mission-driven culture, inclusive values, employee benefits (including remote work options and paid time off), and a wide range of job categories from academics and teaching to business operations, student support, marketing, and campus roles. It encourages talent community sign-ups and highlights professional development, diversity and equity initiatives, and flexible work arrangements.

📋 Description

• Lead, coach, and develop a team of service desk professionals • Own day-to-day operations, including queue health, ticket management, prioritization, and workload balancing • Engage in escalations, incident response, and operational decision-making • Own and govern Service Level Management processes for managed service partners and internal operations • Monitor SLA/KPI performance and drive corrective actions • Drive operational adjustments, process changes, and prioritization decisions to meet service targets • Develop and maintain operational dashboards and reporting frameworks using ServiceNow, Five9, and related tools • Translate data into insights for staffing, service design, and operational improvements • Analyze service volume, SLA adherence, incident patterns, and customer feedback • Deliver regular performance reporting to leadership • Oversee incident management, escalation handling, and major incident response • Ensure timely restoration and communication during service disruptions • Ensure adherence to incident prioritization, routing, and escalation standards aligned to ITIL practices • Oversee ticket flow, backlog management, and queue governance • Drive continuous improvement initiatives across Service Desk operations • Serve as Process Repository Owner and manage documentation governance and lifecycle • Monitor process execution and adherence • Identify inefficiencies and drive process optimization and standardization • Establish and enforce change control and communication practices • Manage the IT Service Desk managed services provider • Partner with Service Experience Owners, Knowledge Enablement, Platform Owners, and Process Owners • Integrate training strategies with quality findings, process updates, and new technology implementations • Perform other responsibilities as assigned

🎯 Requirements

• 10 years of relevant 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 related field, or equivalent experience in lieu of degree • Experience managing service delivery in large, complex environments, including managed service providers • Strong track record in SLA management, reporting and analytics (ServiceNow or Power BI), and operational performance improvement • Experience improving processes and driving efficiency, such as through LEAN methodologies • Employees must reside in and work from one of the approved states • Reliable internet connection and dedicated, properly equipped workspace free of distractions

🏖️ Benefits

• High-quality, low-deductible medical insurance • Low to no-cost dental and vision plans • 5 weeks of paid time off • Almost a dozen paid holidays • Employer-funded retirement • Free tuition program • Parental leave • Mental health and wellbeing resources • Remote work option for approved states • Reliable internet connection and dedicated, properly equipped workspace for remote employees