Senior IT Operations Manager

Senior IT Operations Manager

The Senior IT Operations Manager is responsible for overseeing the global 24x7 Service Desk, ensuring high-quality, scalable, and user-centric support. This role supervises Service Desk Supervisors and frontline staff across multiple pods, guaranteeing consistent service delivery and team engagement.

Reporting to the Director of End User Services & Solutions, this leader partners closely with peer Managers of Endpoint Support, Endpoint Engineering, and Service Excellence to deliver a seamless end-to-end support experience. The Manager is accountable for service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission.

Main Responsibilities:

• Operational Leadership: Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support.
• Team Development: Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
• Performance Metrics: Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement.
• Ticket Handling: Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
• Escalation Point: Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions.
• Workforce Planning: Lead workforce planning, shift design, and staffing decisions to support demand and coverage models.
• ITSM Tooling: Drive the adoption and improvement of ITSM tooling and knowledge management practices.
• Collaboration: Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment.
• Process Improvement: Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
• Strategy Execution: Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
• Culture Development: Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.

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.
• Demonstrated ability to build high-performing teams and mentor frontline leaders.
• 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.

PREFERRED QUALIFICATIONS:

• Experience with ITSM platforms and knowledge management frameworks.
• ITIL Foundation certification or higher-level ITIL training.
• Exposure to transformation efforts such as shift-left, automation, or tiered support models.
• Familiarity with remote support tools, Microsoft 365, Active Directory, and AV/conferencing platforms.

Work Environment & Shift Expectations:

• Accountable for end-to-end Service Desk operations across geographies and time zones.
• Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts.
• Participates in firmwide initiatives, major incident coordination, and support planning activities.