IT Service Desk & SLA Operations Manager
Core
Oversee the end-to-end lifecycle of IT support tickets, ensuring relentless ownership from intake to resolution while optimizing processes to maximize efficiency and speed up ticket resolution.
Role type
Senior IT Service Desk & SLA Operations Manager
Builds
Streamlined IT support workflows, real-time operational dashboards, and executive report packs
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
End-to-end ticket lifecycle management, Queue administration and triage, Escalation management, Process optimization and bottleneck identification, Root-cause analysis, SLA monitoring and compliance, Reporting and dashboard design, Vendor and cross-team coordination, Lean operational mindset, Advanced proficiency in ITSM platforms
Preferred skills
ITIL v3/v4 Foundation certification, Advanced analytics/BI platform expertise, Self-service channel design
Technologies
ServiceNow, Jira Service Management, Zendesk, BMC Helix, Freshservice, Power BI, Tableau, Excel, Google Sheets
Responsibilities
Track and resolve tickets personally until closure, Monitor and assign incidents across multi-tiered support teams, Identify and resolve aging or high-priority tickets to prevent SLA breaches, Audit ticket lifecycles to pinpoint bottlenecks and process inefficiencies, Design and implement simplified ticketing processes and self-service channels, Enforce compliance against core SLAs (First Response Time, MTTR, FCR, CSAT), Build and maintain real-time operational dashboards and executive reports, Analyze incident data to detect recurring issues and feed insights into Problem Management, Standardize incident management processes and escalation pathways, Hold internal teams and external vendors accountable to contractual targets, Manage CSAT survey process and implement improvement plans
Seniority
Senior, hands-on IC with leadership responsibilities
