IT Service Desk & SLA Operations Manager

Job description

Job responsibilities

• Relentless Resolution Ownership: Personally track and follow tickets on their entire journey to the end-of-the-earth, taking total responsibility until issues are thoroughly, accurately, and effectively resolved.
• Queue Administration & Triage: Monitor, triage, and assign incoming incidents, service requests, and problem tickets across multi-tiered support teams with speed and accuracy.
• Escalation Management: Identify aging, stuck, or high-priority (P1/P2) tickets and proactively cross organizational boundaries to drive action and prevent SLA breaches.
• Bottleneck Identification: Continuously audit ticket lifecycles, intake workflows, and escalation paths to pinpoint bottlenecks, redundant approvals, or process inefficiencies that delay issue reporting and resolution.
• Streamlined Workflows: Design and implement intuitive, simplified ticketing processes and self-service channels that make it effortless for users to report issues and for technicians to resolve them.
• Root-Cause Process Fixing: Collaborate across IT and business departments to re-engineer flawed processes, remove unnecessary handoffs, and eliminate administrative bloat slowing down resolution times.
• Automation & Lean Operations: Champion lean service desk practices by eliminating obsolete procedures, automating routine tasks, and establishing straightforward, zero-friction standards across all support tiers.
• SLA Monitoring: Enforce and monitor compliance against core SLAs (First Response Time, Mean Time to Resolution [MTTR], First Contact Resolution [FCR], and Customer Satisfaction [CSAT]).

Job requirements

• 3–5+ years in IT Service Management (ITSM), IT Operations, or Service Desk leadership roles with demonstrated experience in end-to-end ticket management and lean process optimization.
• Unwavering ownership mentality—willing to follow a ticket to the end-of-the-earth to see it resolved.
• Strong lean operational mindset focused on process simplification and waste reduction.
• Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice, etc.).
• Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets advanced reporting).
• ITIL v3/v4 Foundation certification
• Excellent written/verbal communication
• Strong analytical problem-solving