
IT Operational Excellence Manager
18 hours ago
The Service Desk Operations Manager oversees the entire 24x7 global Service Desk function, responsible for its strategic and operational leadership.
Core Responsibilities:- Manage a team of Supervisors and frontline agents across pods to ensure consistent service delivery and team engagement.
- Develop key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
- Ensure adherence to ticket handling, escalation, and documentation standards across all shifts.
- Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
- Drive the adoption and improvement of ITSM tooling and knowledge management practices.
- Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and support alignment.
Required Qualifications:
- 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
- Proven track record of leading service desk operations in a high-volume, multi-site or global environment.
- Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
- Strong data and process orientation, with experience using reporting and analytics to drive service improvements.
- Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.
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